Remote CX Strategy Lead & Insights

Neura Market; United States; On-site; USD 123,000 - 180,900; Full time

Benefits offered by this job

Health insurance

Flexible remote work

Equity in company

Development dollars

Job summary

Marqeta is seeking a CX Manager to drive end-to-end customer experiences from strategy to execution. You will gather and analyze feedback, translate insights into actionable initiatives, and lead cross-functional efforts to improve the cardholder journey across web/app touchpoints.

You will champion a customer-centric culture, collaborate with Ops, Product, Eng & GTM, and help shape a CCaaS strategy while reporting impact to senior leadership. Flexible, remote in the U.S.

Qualifications

• Bachelor degree or equivalent education.
• 5+ years in CX, client enablement, customer support, marketing or other client facing role within a fast-paced, service-oriented environment.
• Deeply rooted in customer centricity, with empathy for customer needs and perspectives.
• Strong understanding of CX metrics and VoC methodologies (e.g., 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, opportunities and root causes.
• Develop CX roadmap with listening posts and new feedback forums/measurement tooling with AI capabilities.
• Lead implementation of systems, processes, service standards and change management across CX initiatives.
• Champion customer perspective across Ops, Product, Eng & GTM to implement solutions to pain points.
• Partner and lead relationships with external agencies in support of CX strategy.
• Track and report on KPIs related to customer loyalty and satisfaction and link to business outcomes.
• Support development of a CCaaS strategy and remote-friendly value proposition for client services.
• Translate findings and progress to senior leadership.
• Champion culture cross-functionally by embodying Marqeta values.

Skills

CX Strategy

VoC Analytics

Journey Mapping

Cross-functional Leadership

Data storytelling

Education

Bachelor degree

Tools

Zendesk

Qualtrics

Amazon Connect

Job description

Marqeta is seeking a CX Manager to drive end-to-end customer experiences from strategy to execution. You will gather and analyze feedback, translate insights into actionable initiatives, and lead cross-functional efforts to improve the cardholder journey across web/app touchpoints.

You will champion a customer-centric culture, collaborate with Ops, Product, Eng & GTM, and help shape a CCaaS strategy while reporting impact to senior leadership. Flexible, remote in the U.S.