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Customer Experience Manager
Marqeta
Toronto, Canada; VancouverOn-site3 weeks ago
About this role
<p><span style="font-size: 12pt;">As Marqeta’s <strong>CX Manager,</strong> you will be at the forefront of transforming customer experience into a competitive advantage. This role puts you in the driver's seat to revolutionize how we deliver exceptional client and cardholder experiences by orchestrating end-to-end journeys that also support our business objectives. </span></p>
<p><span style="font-size: 12pt;">The <strong>CX Manager</strong> will be responsible for gathering, analyzing, and interpreting direct and indirect customer feedback to identify trends, pain points, and opportunities for improvement across the entire customer journey. Analytical strength is required to lay the insights foundation for your action-leading initiatives, both delighting our customers and delivering measurable business impact. You will use storytelling to translate complex data and ambiguous problems into recommendations that you will manage from concept through execution. </span></p>
<p><span style="font-size: 12pt;">In this new critical role, you will have a strong influence in how <strong>CX strategy </strong>is developed within Marqeta and operate in a fast paced, dynamic environment. Your mission will be to champion a culture of intentional design, bridging strategy and delivery and ensuring that the identified pain points result in tangible improvements, delighting our customer base.</span></p>
<p><span style="font-size: 12pt;"><strong>We work <a href="https://www.marqeta.com/blog/2022/05/10/flexible-first">Flexible First</a>. This role can be performed remotely anywhere within Ontario or British Columbia, Canada. We’d love for you to join us! </strong></span></p>
<p><span style="font-size: 12pt;">This position is not for an existing vacancy.</span></p>
<h2><span style="font-size: 14pt;"><strong>The Impact You’ll Have</strong></span></h2>
<ul>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Create cardholder journey maps across servicing touchpoints and self-service options (web/app), identifying needed improvements for CX and in support workflows.</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Analyze VoC data and other unstructured feedback (e.g. agent focus groups, complaints) to identify trends, areas of opportunity and root causes of issues.</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Develop CX roadmap, including e2e listening posts and new feedback forums/measurement tooling along with AI capabilities.</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Lead the implementation of systems, processes, service standards and change management efforts across all initiatives recommended and prioritized for deployment that support the CX vision.</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Act as the champion for the customer perspective within the organization, fostering a customer-centric culture while liaising across Ops, Product, Eng & GTM to implement product, technology and support solutions to priority customer pain points.</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Partner and lead relationships with key external agencies in partners in support of the CX strategy.</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Track and report on key performance indicators related to customer loyalty and satisfaction, linking them to business outcomes.</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Support the development of a CCaaS strategy, solidifying our value proposition for customer service functions for clients.</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Translate findings, recommendations and progress to senior leadership.</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Champion culture cross-functionally through actively embodying Marqeta values, enhancing engagement, and facilitating culture-building activities .</span></li>
</ul>
<p><span style="font-size: 14pt;"><strong>Who You Are</strong></span></p>
<ul>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Bachelor degree or equivalent education</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>5+ years </strong>of experience in CX, client enablement, customer support, marketing or other client facing role within a fast-paced, service-oriented environment</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Deeply rooted in customer centricity, with understanding of and empathy for customer needs and perspectives </span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Strong understanding of customer experience frameworks, including journey mapping, service blueprinting, and design thinking</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Knowledge of <strong>CX metrics and VoC methodologies (e.g., NPS, CSAT, CES, FCR)</strong> and how they inform strategy</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Ability to balance strategic thinking with hands on execution in a fast-paced environment</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Strong analytically with the ability to structure complex problems and enable data-driven decisions</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Strong communication, collaboration and influence skills with internal and external cross-functional stakeholders </span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Capable of operating autonomously and without an existing playbooks</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Detail-oriented, organized, and adept at managing competing priorities</span></li>
</ul>
<h2><span style="font-size: 14pt;"><strong>Nice-To-Haves</strong></span></h2>
<ul>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">3+ years in fintech, banking, payments or financial services operations</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Experience managing or coordinating with BPO partners and various geographical sites</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Experience with telephony, CRM and VOC systems (e.g. Amazon Connect, Zendesk, Qualtrics, Medalia, etc.)</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Proven success in integrating AI solutions into customer operations from generative AI tooling to agentic implementations</span></li>
</ul>
<h2><span style="font-size: 14pt;"><strong>Your Manager</strong></span></h2>
<ul>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Katie Clark, Head of Partner Operations & Experience Transformation</span></li>
</ul>
<h2><span style="font-size: 14pt;"><strong>Recruiter For This Role</strong></span></h2>
<ul>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Agata Wojciechowska </span></li>
</ul>
<p><span style="font-size: 14pt;"><strong>Typical Process</strong></span></p>
<ul>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Application Submission</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Recruiter phone call</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Hiring manager video call</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Virtual “Onsite” consisting of 4-5, 45 min calls</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Offer!</span></li>
</ul>
<p><span style="font-size: 12pt;">At this point, we hope you're feeling excited about the role. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so again, don’t hesitate to apply — we’d love to hear from you.</span></p>
<h2><span style="font-size: 14pt;"><strong>Compensation and Benefits</strong></span></h2>
<p><span style="font-size: 12pt;">Marqeta is a Flex First company which allows you to choose your best working environment, whether that be from home or at a company office. To support Flex First, we calibrate pay to a competitive value according to working location. </span></p>
<p><span style="font-size: 12pt;">When determining salaries, we consider several factors including, but not limited to, skills, prior experience, and work location. The new-hire <strong>base salary</strong> range for this position, reflected in CAD, is: <strong>117,300 -146,600. </strong></span></p>
<p><span style="font-size: 12pt;">We also believe in recognizing the contributions of our people. That's why we award annual bonuses to eligible employees, rewarding both individual performance and the success of the entire company.</span></p>
<p><span style="font-size: 12pt;"><strong>Along with monetary compensation, Marqeta offers</strong></span></p>
<ul>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Multiple health insurance options</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Flexible vacation time</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Retirement savings program with company contribution</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Equity in a publicly-traded company </span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Monthly stipend to support our remote work model</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Annual “development dollars” to support our people growth and development</span></li>
<li style="font-size: 12pt;"><span style="font-size: 12pt;">Family-forming benefits and up to 20 weeks of Parental Leave</span></li>
</ul>
<p><br><br></p><div class="content-conclusion"><h4><strong>About Marqeta</strong></h4>
<p>Marqeta is on a mission to change the way money moves. We’re one of the earliest enablers of embedded finance, a market opportunity sized up in the trillions. Our card issuing platform provides unprecedented flexibility and control for companies to issue cards, authorize transactions, and manage payment operations in real time. Marqeta is powering the most well known brands in the new economy (Block, Cash App, Affirm, Instacart, Doordash, Uber, Walmart, etc). You don’t need to be a Payments expert to join the Marqeta Team, let us help you with that. This is the opportunity of a lifetime to work with innovators around the world and unlock equitable financial access for all.</p>
<hr>
<h4><strong>Marqeta’s Values</strong></h4>
<p><strong>– Solve for the Customer:</strong> With a deep understanding of our customers' business and empathy for their needs, we deliver products and services that drive their success. Earning and keeping their trust guides everything we do.</p>
<p><strong>– Do What's Right: </strong>Knowing businesses and livelihoods depend on us, we pursue solutions that disrupt responsibly and deliver high-quality results that our customers count on. We own our work from start to finish.</p>
<p><strong>– Simplify and Innovate: </strong>We approach challenges with curiosity and take smart risks. Innovation comes from finding better, simpler ways to achieve extraordinary outcomes.</p>
<p><strong>– Win as a Team: </strong>We succeed together by embracing diverse perspectives and pushing each other to raise the bar. We lead with humility and set aside hierarchy to work as a team.</p>
<p><strong>– Make it Count: </strong>We drive forward with focus and agility. With a sense of urgency and purpose, we get the job done, and done right.</p>
<hr>
<p><strong>Equal Employment Opportunity, Accommodations and Privacy </strong></p>
<p>Marqeta is an equal opportunity employer committed to an inclusive workplace that fosters belonging. We do not discriminate based on race, color, religion, sex (including pregnancy, lactation, childbirth, or related medical conditions), veteran status or uniformed service member status, age, national origin or ancestry, citizenship or immigration status, physical or mental disability, gender identity, gender expression, sexual orientation, genetic information (including testing or characteristics) or any other characteristic protected by applicable law. We also consider qualified applicants with criminal histories, consistent with legal requirements. </p>
<p>Marqeta endeavors to make reasonable accommodations for applicants with disabilities. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please submit <a href="https://forms.gle/Nx79JaH22WR94nBh7">this form</a> with your specific accommodation request.</p>
<p>Personal data that is provided as part of the application and recruitment process is processed in accordance with the<a href="https://www.marqeta.com/company/applicant"> Applicant Privacy Notice</a>. Additional information for California residents can be found <a href="https://www.marqeta.com/applicant#1lOHLMWCqwzsMvVd1FY1XD">here</a>. </p>
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