Customer Experience (CX) Lead at Strivo Labs

Purpose

• We are seeking an experienced Customer Experience (CX) Lead to own and elevate end-to-end customer experience across our digital financial products and services.
• This role is critical to driving customer satisfaction, retention, trust, and long-term value in a highly regulated fintech environment.

Role Overview

• The Customer Experience Lead will design, implement, and continuously improve customer journeys across onboarding, transactions, support, and lifecycle engagement.
• You will work cross-functionally with Product, Engineering, Compliance, Operations, and Growth teams to ensure every customer interaction is seamless, compliant, and aligned with business goals.

Responsibilities

• Own the end-to-end customer experience strategy across all touchpoints
• Design and optimize customer journeys for fintech products and services
• Lead customer support and experience teams to deliver high-quality service
• Define and track CX KPIs including NPS, CSAT, churn, resolution time, and retention
• Partner with Product and Engineering to translate customer feedback into product improvements
• Ensure customer experience processes comply with financial regulations and internal controls
• Implement customer feedback loops, surveys, and voice-of-customer programs
• Handle escalations and resolve complex customer issues professionally and efficiently
• Drive process automation and efficiency across customer support operations
• Develop CX playbooks, training materials, and service standards

Required Experience & Skills:

• 5–8+ years of experience in customer experience, customer success, or operations
• Mandatory experience in fintech or financial services (banking, payments, lending, digital finance)
• Strong understanding of regulated environments (KYC, AML, consumer protection)
• Proven experience managing CX or support teams
• Strong analytical skills with ability to interpret customer and operational data
• Excellent communication, stakeholder management, and problem-solving skills
• Ability to balance customer advocacy with business and compliance requirements
• Bachelor’s degree in Business, Finance, Communications, or related field

Nice to Have:

• Experience working with digital banking, payments, lending, or investment products
• Familiarity with CRM, ticketing, and CX tools (Zendesk, Freshdesk, Intercom, HubSpot, etc.)
• Experience scaling CX operations in a fast-growing fintech
• Certifications in customer experience or service management

What We Offer

• Leadership role with direct impact on customer trust and retention
• Opportunity to shape customer experience strategy in a growing fintech
• Collaborative, fast-paced, and impact-driven work environment