Customer Experience Manager
Marqeta is a card-issuing and payment-processing technology company. Its platform helps fintechs, financial institutions, and technology companies build and manage debit, credit, prepaid, and virtual card programs.
About Marqeta, Inc.
Marqeta provides a modern, API-driven card issuing platform for embedded payment and financial-service experiences. It offers card issuing and processing, virtual cards, Just-in-Time funding, dynamic spend controls, PCI-compliant widgets, fraud and risk tools, tokenization, data insights, and program management. Its customers use the platform for consumer and commercial payments, digital banking, credit, supplier payments, expense management, and commercial banking solutions.
Skills
About the Role
You will shape customer experience strategy and improve client and cardholder journeys across service and self-service touchpoints. You will analyze feedback, identify root causes and opportunities, create a CX roadmap, implement prioritized systems and processes, track customer metrics, and communicate recommendations and progress to senior leadership.
Requirements
- Bachelor degree or equivalent education
- 5+ years of experience in customer experience, client enablement, customer support, marketing, or another client-facing role
- Customer experience frameworks
- Journey mapping
- Service blueprinting
- Design thinking
- CX metrics and voice-of-customer methodologies, including NPS, CSAT, CES, and FCR
- Strategic thinking and hands-on execution
- Data-driven decision-making
- Communication, collaboration, and cross-functional stakeholder influence
- Autonomous work and priority management
Responsibilities
- Create cardholder journey maps across service touchpoints and web and app self-service options
- Analyze voice-of-customer data and unstructured feedback to identify trends, opportunities, and root causes
- Develop a CX roadmap with listening posts, feedback forums, measurement tools, and AI capabilities
- Lead implementation of systems, processes, service standards, and change-management initiatives
- Champion the customer perspective and collaborate across Operations, Product, Engineering, and GTM
- Lead relationships with external agencies and partners supporting the CX strategy
- Track and report customer loyalty and satisfaction KPIs and link them to business outcomes
- Support development of a CCaaS strategy
- Translate findings, recommendations, and progress for senior leadership
Benefits
- Multiple health insurance options
- Flexible vacation time
- Retirement savings program with company contribution
- Equity in a publicly traded company
- Monthly remote-work stipend
- Family-forming benefits
- Up to 20 weeks of parental leave
