Job Overview
Manager — Fintech Customer Experience
Location: Muscat, Oman
Seniority Level: Senior Management
Employment Type: Full-time, Permanent
Industry: Fintech, Digital Banking, Payments, Consumer Technology
Work Model: Remote / Hybrid
Customer Experience Mandate
We are looking for a customer-obsessed Fintech Customer Experience Manager to redesign the end-to-end experience customers encounter across digital financial products.
This role goes beyond conventional customer service. It focuses on journey architecture, behavioural analytics, product usability, service design, digital onboarding, retention, and experience optimisation.
Key Responsibilities
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Own the strategic framework for digital customer experience.
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Map customer journeys across onboarding, payments, account management, support, and retention.
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Analyse customer behaviour and identify friction points across digital channels.
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Establish experience KPIs including conversion, abandonment, satisfaction, retention, and resolution time.
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Partner with product and UX teams to redesign high-friction journeys.
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Analyse customer feedback, complaints, behavioural data, and support interactions.
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Develop customer-segmentation strategies for personalised digital experiences.
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Lead initiatives designed to improve onboarding and customer activation.
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Collaborate with technology teams to introduce intelligent self-service and automation.
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Establish customer-experience testing and continuous-improvement frameworks.
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Benchmark digital experiences against fintech and banking competitors.
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Present customer insights and improvement priorities to senior leadership.
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Coordinate cross-functional programmes spanning product, technology, operations, marketing, and customer support.
Candidate Requirements
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6–10 years of experience in fintech, digital banking, product management, customer experience, service design, or technology.
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Bachelor’s degree in Business, Marketing, Technology, Psychology, Design, Finance, or related discipline.
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Strong understanding of digital customer journeys and fintech products.
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Experience with customer analytics, journey mapping, UX principles, and service optimisation.
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Strong ability to interpret qualitative and quantitative customer data.
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Excellent stakeholder-management and communication skills.
Experience Toolkit
Customer Journey Design | UX Strategy | Behavioural Analytics | Digital Onboarding | Service Design | Retention | Customer Intelligence | Product Optimisation
Indicative Compensation
OMR 3,000–4,500 monthly + benefits, depending on experience and responsibility.
Success Objective
Create a frictionless digital-finance experience that improves customer acquisition, onboarding conversion, engagement, retention, satisfaction, and long-term customer value.
Are you excited about this opportunity?
Don’t miss the chance to make a difference in the fintech and FX industry!
Apply now by clicking on the “Apply Now” button below.
Let’s shape the future of finance together!
#EmploySolutionJobs #FXCareers.
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