Customer Experience (CX) Lead

Lead and elevate the end-to-end customer experience across Strivolabs’ digital financial products. This role focuses on driving satisfaction, retention, trust, and long-term value in a regulated fintech environment.

Own CX strategy across all customer touchpoints

Design and optimize customer journeys for fintech products and services

Lead CX and support teams to deliver high-quality service

Define and monitor CX KPIs (NPS, CSAT, churn, resolution time, retention)

Translate customer feedback into product improvements in partnership with Product and Engineering

Ensure CX processes comply with financial regulations

Implement feedback loops, surveys, and voice-of-customer programs

Handle escalations and resolve complex customer issues

Drive process automation and efficiency in support operations

Develop CX playbooks, training materials, and service standards

5–8+ years in customer experience, customer success, or operations

Experience in fintech or financial services (banking, payments, lending, digital finance)

Strong understanding of regulated environments (KYC, AML, consumer protection)

Proven team management experience in CX or support

Analytical skills to interpret customer and operational data

Excellent communication, stakeholder management, and problem-solving skills

Ability to balance customer advocacy with business and compliance needs

Bachelor’s degree in Business, Finance, Communications, or related field

Nice to Have:

Experience with digital banking, payments, lending, or investment products

Familiarity with CRM, ticketing, and CX tools (Zendesk, Freshdesk, Intercom, HubSpot)

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 CX strategy in a growing fintech

Collaborative, fast-paced, impact-driven work environment

*Send your CV and relevant fintech experience

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