Staff Customer Experience

This is a fully remote position, open to applicants in Canada.

📋 Description

• Take ownership of Customer Experience Insights and Optimization throughout the customer journey.

• Identify drivers of customer contact, product churn, and operational churn by analyzing customer interactions, churn rates, payment behaviors, operational data, reviews, and NPS/CSAT metrics.

• Investigate and diagnose underlying issues related to products, payments, processes, policies, tools, and integrations.

• Determine customer experience priorities across SaaS and payment sectors.

• Test hypotheses, segment customer data, measure impacts, and link insights to contact rates, churn, revenue retention, and cost-to-serve.

• Recognize opportunities through the application of AI, automation, tools, communications, and process enhancements.

• Collaborate with Product and Engineering teams on initiatives needing deeper product investment.

• Foster alignment among Product, Engineering, Customer Operations, Risk, Data, Finance, and GTM teams.

• Advance Plooto's capabilities in customer insight measurement and action.

• Establish transparent visibility into contact and churn drivers.

• Convert complex analyses into succinct, actionable recommendations for senior leadership.

• Minimize avoidable customer interactions, product-related and operational churn, and costs associated with serving customers.

• Enhance understanding of customer friction root causes and implement automation and AI solutions.

• Develop interim solutions while structural product enhancements are underway.

• Cultivate a comprehensive, data-driven strategy to enhance Plooto's end-to-end payment experience.

⛳️ Requirements

• Extensive experience in payments, fintech, SaaS, customer experience strategy, or a related analytical position, preferably in a product-focused environment.

• In-depth knowledge of money movement within a payments business, encompassing funding, settlement, returns, reconciliation, risk assessments, recalls, cross-border transactions, chargebacks, and exceptions.

• Proven success in leveraging data to uncover and address systemic issues pertaining to customers, products, or operations, resulting in measurable enhancements in contact rates, churn, onboarding, payment transparency, or cost-to-serve.

• Strong hands-on data skills with tools such as SQL, Databricks, Salesforce, and similar platforms, with minimal reliance on Data teams for routine analyses.

• Excellent first-principles problem-solving abilities and sound business judgment.

• Capability to progress from signal → driver → root cause → opportunity → recommendation while linking insights to customer and business outcomes.

• Experience in developing or significantly enhancing a customer experience or friction-reduction initiative.

• Familiarity with employing AI, automation, tools, and process improvements to achieve measurable results.

• Exceptional cross-functional influence and communication skills.

• Proficiency in building consensus through effective problem framing, evidence-based reasoning, sound judgment, and clear, actionable recommendations for Product and senior leaders.

🏝️ Benefits

• Chance to significantly impact the transformation of the payments landscape in North America.

• Strong product-market alignment with substantial growth potential.

• Support from seasoned fintech leaders.

• Opportunity for collaboration across Product, Engineering, Operations, Risk, Data, Finance, and GTM teams.

• Ability to influence the next phase of growth for Plooto.