Marqeta
Customer Experience Manager
USARemotePosted Today$123,000 – $153,800
Full TimeSeniorRemoteUS
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Job Description
As Marqeta’s CX Manager, you will be at the forefront of transforming customer experience into a competitive advantage. This role puts you in the driver’s seat to revolutionize how we deliver exceptio
Key Highlights
- Create cardholder journey maps across servicing touchpoints and self-service options (web/app), identifying needed improvements for CX and in support workflows.
- Analyze VoC data and other unstructured feedback (e.g. agent focus groups, complaints) to identify trends, areas of opportunity and root causes of issues.
- Develop CX roadmap, including e2e listening posts and new feedback forums/measurement tooling along with AI capabilities.
- Lead the implementation of systems, processes, service standards and change management efforts across all initiatives recommended and prioritized for deployment that support the CX vision.
- Act as the champion for the customer perspective within the organization, fostering a customer-centric culture while liaising across Ops, Product, Eng & GTM to implement product, technology and support solutions to priority customer pain points.
Qualifications
Required Qualifications
- Bachelor degree or equivalent education
- 5+ years of experience in CX, client enablement, customer support, marketing or other client facing role within a fast-paced, service-oriented environment
- Deeply rooted in customer centricity, with understanding of and empathy for customer needs and perspectives
- Strong understanding of customer experience frameworks, including journey mapping, service blueprinting, and design thinking
- Knowledge of CX metrics and VoC methodologies (e.g., NPS, CSAT, CES, FCR) and how they inform strategy
- Ability to balance strategic thinking with hands on execution in a fast-paced environment
- Strong analytically with the ability to structure complex problems and enable data-driven decisions
- Strong communication, collaboration and influence skills with internal and external cross-functional stakeholders
- Capable of operating autonomously and without an existing playbooks
- Detail-oriented, organized, and adept at managing competing priorities
About the Company
Marqeta
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Job Details
Employment Type
Full Time
Experience Level
Senior
Salary Range
$123,000 – $153,800
Location
USA
Work Mode
Remote
Posted
Today
Country
US