Senior Manager of Customer Experience

About Kueski

At Kueski, we're dedicated to improving the financial lives of people in Mexico. Since 2012, we've been the leading buy now, pay later (BNPL) and online consumer credit platform in Latin America, known for our innovative financial services. Our flagship product, Kueski Pay, provides seamless payment solutions for both online and in-store transactions, establishing itself as the preferred option for a quarter of Mexico's top e-commerce merchants. Notably, we were the first to introduce BNPL on Amazon Mexico.

We're a tech company with a culture geared toward innovation, collaboration, and impact, fostering a strong, diverse, and inclusive company culture. In 2023, Kueski was recognized as the top BNPL platform by Fintech Breakthrough and earned the title of one of Mexico's most ethical companies from AMITAI. Additionally, we ranked as one of the Best Companies for Female Talent by EFY.

Purpose

As the Senior Manager of Customer Experience, you will be responsible for leading the customer experience strategy for our B2B2C products, Kueski Cash and Kueski Pay, ensuring that our clients and their end customers receive exceptional service throughout their journey with us. You will collaborate cross-functionally to design, implement, and optimize customer experience initiatives that drive satisfaction, loyalty, and retention.

Key Responsibilities

• Strategic Leadership:
• Develop and execute a comprehensive customer experience strategy aligned with the Kueski’s business goals.Drive a customer-centric culture across the organization by advocating for customer needs and expectations.




Customer Journey Mapping:

• Analyze and map the customer journey for both B2B clients and end to end consumers to identify pain points and areas for improvement.
• Utilize customer feedback and data to inform strategic decisions and enhance the customer experience.




Cross-Functional Collaboration:

• Partner with product, marketing, sales, and operations teams to ensure a seamless customer experience across all touchpoints.
• Work closely with the data analytics team to track customer satisfaction metrics and insights, using data to inform improvements.




Performance Metrics: 

• Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives.
• Report on performance to senior leadership.




Team Leadership:

• Lead, mentor, and develop a high-performing customer experience team, fostering a culture of accountability and excellence.
• Establish performance metrics and KPIs to measure the success of customer experience initiatives.




Customer Advocacy:

• Serve as the voice of the customer within the organization, presenting insights and recommendations to senior leadership.
• Develop and implement customer feedback mechanisms, including surveys, interviews, and focus groups, to continually improve the customer experience.




Innovation and Best Practices:

• Stay current with industry trends and best practices in customer experience, leveraging insights to enhance our offerings.
• Champion innovative approaches and technologies to streamline processes and enhance customer engagement.




Service & Collections Processes

• Determine what are the expected solutions and procedures to follow by every CP (Client Partner).
• Identify opportunities with the tools to enable the resolutivity.

Position Requirements

• Bachelor’s degree in Business, Marketing, Finance, or a related field. Master’s degree preferred.
• Proven experience (8+ years) in a customer experience leadership role within the fintech or financial services industry.
• Strong understanding of B2B2C business models and customer experience best practices.
• Demonstrated success in developing and implementing customer experience strategies that drive business growth.
• Excellent analytical and problem-solving skills, with the ability to interpret complex data and make data-driven decisions
• Exceptional communication and interpersonal skills, with the ability to build strong relationships with internal and external stakeholders.
• Strong leadership and team management abilities, with a track record of developing and motivating high-performing teams.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
• Fluent in English.

You’ll love working at Kueski because:

• We have a mission-driven culture focused on customer value, teamwork, humility, and integrity. 
• Everyone is expected to have role clarity, career growth, and a personal development plan. Feedback and recognition is embedded in our company processes, systems, and practices. 
• We ensure competitive salary, medical insurance, and wellbeing through ample and flexible time off as well as mental healthcare benefits. Everyone is an owner and eligible for competitive stock options with a company poised for success. 
• We´re committed to building an inclusive and diverse team and we know this leads to incredible work.

Kueski: Where talent excellence improves Mexican lives

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