Director of Customer Experience

• Build a world-class customer experience: Champion a customer-obsessed culture, by setting a clear vision for the team, owning key prioritization decisions, skillfully weighing tradeoffs to design experiences that delight across every interaction and channel
• Operational Excellence: Lead a global CX organization of 100+ employees, solving over 30,000 tickets per month across four support channels. Use best-in-class tooling (Zendesk, Assembled, and more) to deliver seamless experiences and drive efficiency across complex product lines
• Strategy & Data: Position CX as a strategic pillar by building a metrics-driven foundation that informs decisions, measures impact, and enables compelling storytelling through data
• Talent & People Development: Lead and inspire an experienced leadership team while scaling a global organization to support growth from hundreds of thousands of customers today to millions in the future
• Broad CX Leadership: Lead and support all areas of Customer Support, from frontline teams to specialized functions like training, QA, workforce management, and more
• AI & Automation Vision: Build upon the automation roadmap (self-serve, deflection, agent assist) with new and innovative ways to leverage AI to provide amazing experiences with efficiency at scale
• Org Scaling & Structure: Design and execute a global scaling strategy that leverages a mix of full-time employees, BPO partners, and AI tools to deliver high-quality, 24/7 customer support
• Voice of the Customer: Bring deep customer insights to the company, using data and compelling narratives to influence strategy and product direction
• Cross-Functional Alignment: Drive programs in alignment with Product, Engineering, Risk/Compliance, Legal, Marketing, and Revenue, that increase activation, adoption, and retention
• Business & Financial Leadership: Operate CX as a business within the business, managing the budget and delivering cost-effective, high-quality service that optimizes for customer value

• Extensive experience leading and scaling large CX organizations in fast-growing, operationally complex environments (e.g., banking, fintech, loans, or financial software)
• Track record of building CX organizations efficiently and effectively at scale, including 24/7 coverage, full-time teams, BPOs, and automation
• Demonstrated success deploying AI and automation to enhance support operations, increase agent enablement, and improve efficiency
• Strong financial and operational acumen, with the ability to put together scaling models in partnership with Finance
• Experience leading a function that spans multiple product lines and customer types, ideally with some exposure to broader CX domains such as Risk, Sales, or Operations
• Strong people leader, passionate about leading an experienced leadership team and growing managers
• Passionate about rallying and leading teams through periods of change with clarity, transparency, and empathy
• Excel at proactively influencing up and across the organization, building alignment and driving shared goals with product, revenue, risk, marketing, and executive teams
• Confident building and executing against a data-driven foundation for CX, with proven ability to tell compelling stories through both numbers and narrative
• Excellent communication and cultural leadership skills, and ideally, a good sense of humor

Banking or fintech experience preferred

• Equity
• Benefits