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.
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