Merchant Experience Architect

One Park Financial; Miami (FL); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

Benefits package

Inclusive and collaborative culture

Job summary

One Park Financial is seeking a Merchant Experience Manager to advocate for merchants from onboarding to renewal, ensuring a seamless, frictionless journey. You will map journeys, anticipate sentiment, and design proactive interventions across customer success, marketing, product, and operations.

The role requires 5–8 years in CX or related fields, bilingual English/Spanish, and the ability to travel internationally when needed.

Qualifications

• 5–8 years in customer success, merchant services, or financial services CX.
• Ability to anticipate needs and design proactive solutions.
• Data fluency to translate behavior into interventions.
• Experience building CX programs from the ground up.
• Strong cross-functional collaboration without direct authority.
• Willingness to travel internationally (US visa).

Responsibilities

• Conduct merchant journey mapping from onboarding through renewal with a merchant-first lens.
• Identify friction points and moments of potential disengagement.
• Map emotional arcs and maintain a living merchant experience playbook.
• Lead sentiment anticipation and proactive engagement across channels.
• Partner with product, data, and marketing to optimize the merchant journey.

Skills

Customer success

Merchant services

Financial services CX

Data-driven

Cross-functional

International travel

Job description

One Park Financial is seeking a Merchant Experience Manager to advocate for merchants from onboarding to renewal, ensuring a seamless, frictionless journey. You will map journeys, anticipate sentiment, and design proactive interventions across customer success, marketing, product, and operations.

The role requires 5–8 years in CX or related fields, bilingual English/Spanish, and the ability to travel internationally when needed.