Customer Experience Officer

Join Our Team as a Customer Experience Officer – Shape the Future of Crypto Payments!

Are you a customer-centric leader with a passion for fintech and a proven track record of delivering exceptional user experiences? We are a rapidly growing company headquartered in Dubai, providing cutting-edge crypto payment solutions to businesses across the globe. With a presence in over 40 countries and serving 500+ clients, we’re revolutionizing how businesses interact with cryptocurrencies and blockchain technology. We’re looking for a talented and enthusiastic Customer Experience Officer to join our team and play a crucial role in shaping the future of our product.

Your Mission: To Craft Seamless and Delightful Customer Journeys

As our Customer Experience Officer, you will be the voice of our customers, ensuring their journey with our platform is smooth, intuitive, and ultimately delightful. Your responsibilities will include:

• Mapping and Optimizing Customer Journeys: Deeply understand and proactively improve the end-to-end experience our customers have across all touchpoints.
• Championing User-Friendliness: Identify and resolve UX bottlenecks through regular audits and analysis of daily reports, ensuring a seamless experience.
• Cross-Functional Collaboration: Unite teams around the customer by advocating for their needs and perspectives in strategic decision-making.
• Data-Driven Improvements: Leverage customer feedback, analytics, and market insights to continually refine our product and improve our overall strategy.
• Advocating for the Customer: Become a champion for our customers, ensuring their voice is heard in all strategic discussions and product development efforts.
• Measuring Success: Track and report on key satisfaction metrics such as CSAT and NPS to identify areas for improvement and celebrate successes.
• Driving UI/UX Enhancements: Collaborate closely with our IT team on UI/UX improvements and the implementation of client-requested features.

What You’ll Bring to the Table:

We’re looking for a highly motivated and experienced individual with the following qualifications:

• Extensive CX Experience: 5+ years of experience in customer journey design, optimization, and management.
• Fintech/Banking Expertise: 5+ years of experience working within the fintech or banking industry, demonstrating a strong understanding of its unique challenges and opportunities.
• Proven Results: A track record of driving significant improvements in customer journey, customer satisfaction (CSAT), and customer engagement metrics.
• Customer Advocacy: Demonstrated ability to advocate for customers and develop programs that significantly increase their satisfaction and loyalty.
• Project Management Skills: Experience in coordinating and managing complex projects involving multiple departments and stakeholders.
• Technical Proficiency: Familiarity with Salesforce for managing customer information and interactions.
• Time Zone Flexibility: Willingness to work within the GMT+4 time zone (±1 hour).

Why Join Us?

We offer a stimulating and rewarding work environment with a comprehensive benefits package that includes:

• Generous paid time off for holidays and sick leave (with medical certificate).
• Performance-based rewards, including devices, training opportunities, and certifications.
• Annual performance and salary reviews.
• The opportunity to tackle new challenges and contribute to non-trivial tasks in a dynamic industry.

If you are passionate about delivering outstanding customer experiences and want to be part of a company that is shaping the future of crypto payments, we encourage you to apply!