Merchant Experience Manager: CX & Growth

One Park Financial; Plano (TX); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Competitive salary

Inclusive work environment

Benefits package

Job summary

One Park Financial is seeking a Merchant Experience Manager to advocate for merchants and ensure a frictionless end-to-end journey from approval to renewal. You will align customer success, lifecycle marketing, product, and operations around a single north star: the merchant.

You will proactively identify friction, map emotional journeys, and design interventions that improve renewal rates and retention across merchant segments.

Qualifications

• 5-8 years of experience in customer success, merchant services, or financial services CX with a track record of improving the customer experience.
• Ability to anticipate customer needs and design proactive solutions rather than reacting to problems.
• Data fluency - translate behavioral and operational data into interventions and program design.
• Experience building CX programs from the ground up, including journey maps, feedback systems, and engagement frameworks.

Responsibilities

• Map the merchant journey from approval to renewal, identifying friction points and moments of confusion.
• Develop a living merchant experience playbook guiding teams that touch the merchant relationship.
• Surface sentiment, identify emerging themes, and design proactive engagement plays before issues arise.
• Partner with lifecycle marketing and data teams to model propensity-to-renew and churn and convert insights into interventions.
• Lead journey-mapping for distinct merchant segments to drive engagement and higher conversion at touchpoints.
• Collaborate with Product, Data, and CRO to test improvements in the merchant digital experience using journey data.

Skills

Customer success

CX program design

Data interpretation

Cross-team collaboration

Journey mapping

Tools

CX analytics tools

A/B testing platforms

CRM systems

Job description

One Park Financial is seeking a Merchant Experience Manager to advocate for merchants and ensure a frictionless end-to-end journey from approval to renewal. You will align customer success, lifecycle marketing, product, and operations around a single north star: the merchant.

You will proactively identify friction, map emotional journeys, and design interventions that improve renewal rates and retention across merchant segments.