CX Strategy & Insights Lead — Remote

Marqeta, Inc.; United States; Remote; USD 123,000 - 153,800; Full time

Benefits offered by this job

Health insurance options

Flexible vacation time

Retirement savings matching

Equity in a publicly-traded company

Remote work stipend

Development dollars

Parental leave

Job summary

Marqeta, Inc. is seeking a CX Manager to lead end-to-end customer journeys and translate insights into measurable business impact. You will gather feedback, map journeys, and partner with Ops, Product, Eng and GTM to improve cardholder experiences.

You will champion a customer-centric culture, build CX roadmaps, and drive AI-enabled feedback systems while working remotely across the United States.

Qualifications

• 5+ years of experience in CX, client enablement, customer support, marketing or other client facing role within a fast-paced environment.
• Deep understanding of customer-centricity and customer needs.
• Strong knowledge of CX frameworks, journey mapping, service blueprinting and design thinking.
• Knowledge of CX metrics and VoC methodologies (NPS, CSAT, CES, FCR) and how they inform strategy.

Responsibilities

• Create cardholder journey maps across servicing touchpoints and self-service options (web/app).
• Analyze VoC data and unstructured feedback to identify trends and root causes.
• Develop CX roadmap with listening posts, feedback forums, and measurement tooling with AI capabilities.
• Lead implementation of systems, processes and service standards to support the CX vision.
• Act as customer champion across Ops, Product, Eng & GTM to implement solutions.

Skills

CX strategy

Customer journey

VoC analysis

Stakeholder collaboration

Data storytelling

Tools

Zendesk

Qualtrics

Amazon Connect

Job description

Marqeta, Inc. is seeking a CX Manager to lead end-to-end customer journeys and translate insights into measurable business impact. You will gather feedback, map journeys, and partner with Ops, Product, Eng and GTM to improve cardholder experiences.

You will champion a customer-centric culture, build CX roadmaps, and drive AI-enabled feedback systems while working remotely across the United States.