Head of Customer Experience - Fintech

The role is responsible for owning the end-to-end customer experience across all service channels. This role leads customer service operations, manages large-scale issues and crises, improves service quality, and ensures customer trust - especially in high-impact or sensitive situations. This leader will work closely with Product, Operations, Risk, Compliance, Engineering and other departments to drive continuous improvements. What You Will Own

Customer Service Operations

Build scalable service processes that can handle high volume and rapid growth. Ensure day-to-day operations run smoothly while meeting SLAs, quality standards, and compliance requirements. Own SLAs, turnaround times, escalation frameworks, and resolution accuracy. Build operating models that balance speed, compliance, and merchant trust. Define and drive the overall customer experience strategy across the customer journey. Identify key pain points and translate customer feedback into actionable improvements. Ensure consistent, clear, and empathetic customer communication across all touchpoints. Crisis & Issue Management

Lead response during major incidents, outages, or systemic issues impacting customers. Act as the main decision-maker for customer-facing resolutions during crises. Coordinate closely with internal stakeholders (Product, Tech, Risk, Legal) to manage impact and recovery. Quality & Continuous Improvement

Maintain & improve quality frameworks (QA, audits, feedback loops, root cause analysis). Drive continuous improvement initiatives to reduce repeat issues and customer complaints. Use data and insights to proactively improve service performance and customer satisfaction. Merchant Voice in the Company

Represent the merchant perspective in leadership, product, and policy forums. Ensure merchant impact is explicitly considered in every major business decision. Build tight feedback loops from CX into Product, Ops, Risk, and Tech. Leadership & Team Development

Build, mentor, and develop high-performing team members. Set clear goals, performance metrics, and accountability across teams. Foster a strong customer-first culture across the organization. Stakeholder & Executive Management

Partner with senior leadership to align customer service strategy with business objectives. Provide clear, structured reporting on service performance, risks, and improvement plans. Act as the voice of the customer in leadership discussions and decision-making. Who You Are

Experience

10+ years in Customer Experience, Customer Operations, or Service Leadership. Strong exposure to fintech, banking, payments, lending, or regulated environments preferred. Proven crisis leadership experience. Experience scaling teams in high-growth environments. Capabilities

Exceptionally structured thinker & strong decision-making under pressure Data-driven, but deeply empathetic Comfortable with challenging products, risk, and leadership when merchant trust is at stake Can operate both strategically and hands-on Mindset

Merchant trust > short-term metrics Obsessed with long-term impact, not cosmetic fixes Takes ownership when things break

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