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    Director of Customer Experience - Irvine, United States - Finfare Inc.

    Finfare Inc.
    Finfare Inc. Irvine, United States

    2 weeks ago

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    Description
    About Us

    Finfare is dedicated to empowering SMBs, by providing the ultimate expense management solution for growing businesses seeking to streamline their financial operations and maximize cash back rewards. Finfare offers easy expense tracking, personalized spend controls, seamless accounting integration, powerful analytics, and reliable charge card services. Our cardholders can tap into our vast network of reward program publishers and card-linked merchant offers, ensuring even bigger cash back rewards for their business.

    We are always working on redefining the boundaries of digital financial services and aim to stay one step ahead in the ever-evolving fintech landscape.

    About The Role

    We are seeking a passionate and experienced Director of Customer Experience to build the foundation for our future success. In this pivotal role, you will lead the charge in crafting a world-class customer experience across our expanding product portfolio. You'll be responsible for shaping our CX strategy, fostering a customer-centric culture, and building a high-performing team equipped to handle future growth in volume and complexity.

    Responsibilities:
    • Vision Setting: Provide strategic direction for the Customer Experience team, ensuring a seamless and positive experience across all touchpoints (enterprise & consumer).
    • Team Building: Recruit, develop, and lead high-performing CX teams, fostering a culture of collaboration and customer obsession.
    • Customer Champion: Implement a robust Voice of Customer (VoC) program, capturing valuable insights and championing customer needs across the organization.
    • Data-Driven Decisions: Establish core customer experience metrics (CSAT, NPS, CES) and leverage data to continuously improve the customer journey.
    • Strategic Partnership: Collaborate with Product, Risk, and Compliance teams to ensure product offerings and processes align with customer needs and business objectives.
    • Growth Catalyst: Identify opportunities to expand our customer base through upsells, renewals, and conversions, driving sustainable revenue growth.
    • Optimization: Leverage technologies, policies, and training to increase support efficiencies, including automation and machine learning capabilities.
    • Other duties as assigned.
    Qualifications:
    • Proven Leadership: 10+ years of experience leading and building successful B2B Customer Experience teams.
    • FinTech Expertise: Direct experience in the banking, digital payment, or FinTech industry is a strong plus.
    • Quality Champion: A keen eye for detail and a relentless pursuit of exceeding customer expectations.
    • Customer Empathy: A genuine passion for understanding and exceeding customer needs.
    • Track Record of Success: Proven ability to achieve and surpass key metrics like customer satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES).
    • Cross-Functional Collaboration: Exceptional ability to drive results through teamwork and collaboration across diverse departments with competing priorities.
    • Data & Experimentation: A data-driven approach to decision-making, with a willingness to experiment and iterate for continuous improvement.
    • Communication Master: Strong written and verbal communication skills, adept at explaining technical concepts to non-technical audiences.
    Compensation

    The compensation for this position is $120,000 + $140,000+ (depending on experience).

    Benefits at Finfare
    • Competitive health, vision, and dental benefits (covering 100% premium for employee and all dependent(s))
    • Unlimited PTO
    • 401K (with employer matching)
    • Catered lunches three times a week
    • Parental leave
    • Employee stock purchase plan (if applicable)
    • Health and wellness reimbursement
    • Work sponsorship (if applicable)
    • Dog Days
    • Other employee perks
    As part of our dedication to the diversity of our workforce, Finfare is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, gender, gender identity, gender expression, sexual orientation, age, physical or mental disability, medical condition, marital/domestic partner status, military and veteran status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.
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