Job Overview
About the Role:
We are seeking a Chain and Customer Experience Manager with a deep understanding of decentralized finance systems, API-driven service chains, and user-centric operations in high-frequency fintech environments. This role is not about generic customer support—it’s about orchestrating seamless service delivery across the product and technical chain, identifying friction points in real-time, and engineering a CX strategy that drives retention, regulatory compliance, and user trust at scale.
Key Responsibilities:
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Service Chain Ownership:
Own and optimize the full customer-facing service chain, including KYC/AML workflows, transaction resolution flows, wallet integrations, and dispute management across partner ecosystems. -
Incident-to-Experience Management:
Develop frameworks that connect platform incidents (e.g., failed payouts, latency in balance updates) to customer experience KPIs. Work with engineering and compliance teams to design zero-touch resolution loops. -
Customer Journey Engineering:
Map granular user journeys for both consumer and B2B personas across web, app, and API touchpoints. Identify drop-offs and design preemptive interventions using behavioral triggers. -
Data-Driven Feedback Loops:
Build dashboards and reporting that tie user sentiment, NPS, and operational friction to specific points in the service chain. Use this data to drive product backlog prioritization and SLA modeling. -
Partner Experience Ops:
Oversee the operational experience of third-party providers (e.g., payment processors, identity verification partners) ensuring contractual uptime and consistent UX even when external issues arise. -
Regulatory UX Integration:
Collaborate with compliance to translate regulatory demands (e.g., enhanced due diligence, transaction monitoring) into smooth, user-friendly flows without compromising conversion. -
CX Automation and Tooling:
Select and integrate CX tools (e.g., chatbots, alerting systems, real-time status pages) that support proactive communication during transactional volatility or liquidity events.
Requirements:
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5+ years in customer experience or service chain operations, preferably within fintech, payments, or digital banking environments.
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Proven experience navigating between product, engineering, compliance, and operations teams to resolve complex service issues.
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Strong grasp of transaction lifecycle mechanics, API orchestration, and cross-border financial operations.
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Hands-on experience with tools like Zendesk, Looker, SQL, Postman, or CX-specific automation platforms.
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Familiarity with regulatory frameworks such as PSD2, eIDAS, or MAS Guidelines is a plus.
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Ability to think like both a product manager and an operations strategist.
What Success Looks Like:
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Resolution time for chain-level issues drops by 40% within six months.
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Customer churn linked to service failures is reduced to <1% of monthly active users.
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Partner NPS rises due to smoother escalation and integration handling.
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Regulatory audits highlight proactive risk-response mechanisms in CX flows.
Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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