Staff Customer Experience Strategist
New
P
PlootoFintech / SaaS
Remote - CanadaFull-TimeStaff
Salary not disclosed
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Job Details
- Required Skills
- SQLData AnalysisProduct ManagementSalesforceSaaSDatabricks
Requirements
- Significant experience in payments, fintech, SaaS, or customer experience strategy in a product-led environment.
- Strong understanding of money movement processes, including funding, settlement, reconciliation, risk reviews, and chargebacks.
- Demonstrated track record of using data to solve systemic customer or operational problems.
- Proven ability to achieve measurable improvements in metrics like contact rate, churn, or cost-to-serve.
- Strong hands-on data proficiency using SQL, Databricks, and Salesforce.
- Experience improving customer experience capabilities through AI, automation, and process optimization.
- Strong first-principles problem-solving and business judgment.
- Excellent cross-functional influence and communication skills.
- Ability to translate complex analysis into concise, decision-ready recommendations for senior leaders.
Responsibilities
- Uncover opportunities to improve the customer journey by analyzing contacts, churn, payment behavior, and operational data.
- Diagnose underlying product, payment, process, and tooling drivers of customer friction.
- Shape customer experience priorities by identifying friction in workflows and operational processes.
- Test hypotheses and quantify the impact of insights on churn, revenue, and cost-to-serve.
- Implement immediate improvements using AI, automation, and tooling while partnering with Product and Engineering on long-term investments.
- Build alignment across Product, Engineering, Operations, Risk, Data, Finance, and GTM teams using evidence-based recommendations.
- Evolve internal capabilities for measuring customer insights and reporting on contact and churn drivers.
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