Hybrid Head of Customer Experience

Posted last week

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About the role

  • Lead GoTyme Bank’s customer experience strategy and execution.
  • Oversee end-to-end customer journey mapping, insights and feedback loops, CX and market research.
  • Design actionable strategies to elevate customer satisfaction, loyalty, and advocacy.
  • Drive measurable improvements in NPS, Sean Ellis score, and overall customer satisfaction.
  • Institutionalize Customer Journey Mapping to identify friction points and opportunities to delight customers.
  • Execute and optimize a Customer Feedback Loop, ensuring insights translate into improvements.
  • Direct and oversee CX Research & Market Research programs to inform strategic decisions.
  • Partner with Strategy, Product, Operations, Marketing, and Sales to integrate insights.
  • Champion a customer-first culture across teams within GoTyme.

Requirements

  • Bachelor’s degree in Business, Marketing, Behavioral Science, Economics, or related field.
  • Any process improvement related trainings/certifications (e.g. LeanSix Sigma Certification) or CX certifications (e.g., CCXP, CXPA) highly preferred.
  • Minimum 8 years of progressive experience in customer experience, strategy, or insights—preferably in fintech, digital banking, e-commerce or consumer tech.
  • Proven track record of leading CX transformations and improving metrics at scale.
  • Expertise in CX design, journey mapping, and research methodologies.
  • Strong analytical skills with ability to translate data into actionable strategies.
  • Exceptional stakeholder management and leadership abilities.
  • Excellent communication, storytelling, and influencing skills.
  • Forward-thinking mindset to anticipate customer needs and trends.
  • Hands-on execution skills balancing strategy with delivery.

Job title

Head of Customer Experience

Job type

Experience level

Lead

Salary

Not specified

Degree requirement

Bachelor's Degree

Location requirements

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