Job Openings Director of Customer Experience

About the job Director of Customer Experience

Our client, a modern Payment Facilitator (PayFac) that helps SaaS companies grow revenue through embedded payments is hiring a Director of Customer Experience to lead their full partner and customer journey strategy. 

The role focuses on improving engagement, satisfaction, and retention across every touchpoint. This leader aligns internal teams around service excellence, data-driven insights, and compliance.

What You Will Do

  • Design and execute a customer and partner experience strategy aligned with business goals.
  • Lead cross-functional efforts to streamline partner and customer journeys across operations and support.
  • Oversee support teams to meet and exceed service-level targets (SLTs).
  • Use feedback and performance data to identify and resolve pain points.
  • Collaborate with Product, Finance, Compliance, and Technology to improve partner-facing solutions.
  • Ensure compliance with PCI DSS, AML, and other regulatory requirements.
  • Partner with Marketing to maintain clear, accurate, partner-facing content.
  • Track satisfaction, retention, and Net Promoter Score (NPS) to guide strategy.
  • Present performance insights and recommendations to leadership.
  • Lead initiatives that strengthen onboarding, engagement, and long-term loyalty.
  • Integrate AI tools to improve support and operational efficiency.
  • Build, document, and maintain departmental processes and standards.

What You Bring:

  • At least 10 years of experience in customer experience, client services, or related leadership roles.
  • Strong understanding of payment systems, transaction processing, and compliance.
  • Skilled in CRM and CX platforms with strong data analysis ability.
  • Proven record leading teams and driving measurable improvement in customer satisfaction.
  • Experience in fintech or financial services.
  • Advanced degree or certification in Customer Experience Management (CXM), CRM, or similar.
  • Strong Salesforce experience.
  • Knowledge of regulatory standards including PCI DSS and AML.
  • Willingness to travel up to 15%.