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About the Role

As Marqeta’s CX Manager, you will transform customer experience into a competitive advantage by revolutionizing how exceptional client and cardholder experiences are delivered. This role involves orchestrating end-to-end journeys that support business objectives, gathering and analyzing customer feedback to identify trends and opportunities, and translating complex data into actionable recommendations. You will champion a culture of intentional design, bridging strategy and delivery to ensure tangible improvements and delight our customer base.

Responsibilities

Create cardholder journey maps across servicing touchpoints and self-service options (web/app), identifying needed improvements for CX and in support workflows.
Analyze VoC data and other unstructured feedback (e.g. agent focus groups, complaints) to identify trends, areas of opportunity and root causes of issues.
Develop CX roadmap, including e2e listening posts and new feedback forums/measurement tooling along with AI capabilities.
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.
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.
Partner and lead relationships with key external agencies in partners in support of the CX strategy.
Track and report on key performance indicators related to customer loyalty and satisfaction, linking them to business outcomes.
Support the development of a CCaaS strategy, solidifying our value proposition for customer service functions for clients.
Translate findings, recommendations and progress to senior leadership.
Champion culture cross-functionally through actively embodying Marqeta values, enhancing engagement, and facilitating culture-building activities.

Requirements

Bachelor degree or equivalent education
5+ years of experience in CX, client enablement, customer support, marketing or other client facing role within a fast-paced, service-oriented environment
Deeply rooted in customer centricity, with understanding of and empathy for customer needs and perspectives
Strong understanding of customer experience frameworks, including journey mapping, service blueprinting, and design thinking
Knowledge of CX metrics and VoC methodologies (e.g., NPS, CSAT, CES, FCR) and how they inform strategy
Ability to balance strategic thinking with hands on execution in a fast-paced environment
Strong analytically with the ability to structure complex problems and enable data-driven decisions
Strong communication, collaboration and influence skills with internal and external cross-functional stakeholders
Capable of operating autonomously and without an existing playbooks
Detail-oriented, organized, and adept at managing competing priorities
3+ years in fintech, banking, payments or financial services operations
Experience managing or coordinating with BPO partners and various geographical sites
Experience with telephony, CRM and VOC systems (e.g. Amazon Connect, Zendesk, Qualtrics, Medalia, etc.)
Proven success in integrating AI solutions into customer operations from generative AI tooling to agentic implementations

Skills

Customer Experience (CX)
Client Enablement
Customer Support
Marketing
Journey Mapping
Service Blueprinting
Design Thinking
CX Metrics
VoC Methodologies (NPS, CSAT, CES, FCR)
Analytical Skills
Communication Skills
Collaboration Skills
Influence Skills
Fintech
Banking
Payments
Financial Services Operations
BPO Management
Telephony Systems
CRM Systems
VOC Systems
AI Solutions Integration
Generative AI

Location

Remote (United States)

Work Type

Flexible First
Remote

Experience Level

5+ years of experience in CX, client enablement, customer support, marketing or other client facing role
3+ years in fintech, banking, payments or financial services operations

Education Level

Bachelor degree or equivalent education

Salary/Compensations

National: $123,000-$153,800
Premium: $133,100-$166,400
Premium Plus: $144,700-$180,900

Benefits

Multiple health insurance options
Flexible vacation time
Retirement savings program with company contribution
Equity in a publicly-traded company
Monthly stipend to support our remote work model
Annual “development dollars” to support our people growth and development
Family-forming benefits
Up to 20 weeks of Parental Leave

About the Company

Marqeta is a Flex First company.

Equal Opportunity

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.