Senior Customer Experience Officer

<h3><strong>Customer Experience Officer | Remote (Preferred GMT+4 ±1h)</strong></h3><p><strong>Location</strong>: Remote (Preferred GMT+4 ±1h)<br/><strong>Language</strong>: Native English (C2 required)</p><h3><strong>About the Company</strong></h3><p>Our client is a <strong>leading liquidity and technology provider</strong> specializing in the <strong>crypto</strong> and <strong>foreign exchange (FX)</strong> industries. With over 10 years of experience, they deliver advanced <strong>B2B tech solutions</strong> that empower brokers and financial institutions to scale faster while minimizing infrastructure costs. Their clients include licensed brokers, <strong>crypto exchanges</strong>, <strong>hedge funds</strong>, and <strong>asset managers</strong> globally.</p><h3><strong>Position Overview</strong></h3><p>The <strong>Customer Experience Officer</strong> will play a strategic role in enhancing and optimizing the customer journey across all business lines. Reporting directly to the <strong>Chief Strategy Officer</strong> and <strong>Chief Customer Officer</strong>, this role involves collaborating with multiple teams to consistently advocate for client needs and improve satisfaction and retention.</p><p>The primary focus will be on <strong>customer journey design</strong>, <strong>cross-functional coordination</strong>, <strong>platform audits</strong>, and the use of <strong>analytics</strong> to drive improvements in customer experience and retention.</p><h3><strong>Key Responsibilities</strong></h3><p></p><p><strong>Customer Journey Design</strong>: Design and implement comprehensive customer journeys to ensure seamless user experiences across all platforms.</p><p></p><p></p><p><strong>Cross-functional Coordination</strong>: Collaborate with internal teams like <strong>compliance</strong>, <strong>legal</strong>, <strong>finance</strong>, <strong>sales</strong>, <strong>customer support</strong>, and the <strong>Salesforce team</strong> to align all departments with customer-centric objectives.</p><p></p><p></p><p><strong>Platform Audits</strong>: Regularly audit customer-facing platforms to identify areas of improvement, including UI bugs, user friction points, and other issues impacting the customer experience.</p><p></p><p></p><p><strong>Customer Feedback &amp; Analytics</strong>: Collect feedback and analyze customer data to derive actionable insights that will help refine strategies, improve products, and enhance customer satisfaction.</p><p></p><p></p><p><strong>Internal Advocacy</strong>: Act as a customer advocate within the company, ensuring that customer concerns and feedback influence strategic decision-making.</p><p></p><p></p><p><strong>Reporting &amp; Metrics</strong>: Regularly monitor key metrics such as <strong>CSAT</strong>, <strong>NPS</strong>, and <strong>customer retention</strong> and report findings to track performance and identify areas for improvement.</p><p></p><ul> </ul><h3><strong>Key Performance Indicators (KPIs)</strong></h3><p></p><p><strong>CSAT</strong> (Customer Satisfaction Score)</p><p></p><p></p><p><strong>NPS</strong> (Net Promoter Score)</p><p></p><p></p><p><strong>Customer Retention</strong> and <strong>Churn Rate</strong></p><p></p><p></p><p><strong>Time to Revenue</strong> (from client onboarding to revenue generation)</p><p></p><p></p><p><strong>Resolution Time</strong> for client issues</p><p></p><ul> </ul><h3><strong>Skills &amp; Experience Requirements</strong></h3><p></p><p><strong>5+ years of experience</strong> in customer experience, product management, or a related field, preferably in <strong><em>SaaS</em></strong>, <strong>fintech</strong>, or <strong>iGaming</strong>.</p><p></p><p></p><p><strong>Customer Journey Design</strong>: Proven experience in designing customer journeys within <strong><em>SaaS</em></strong>, <strong>fintech</strong>, <strong>digital entertainment</strong>, or high-growth retail platforms (e.g., Netflix, Spotify, Revolut).</p><p></p><p></p><p><strong>Customer Advocacy</strong>: Successful track record of advocating for customers and coordinating complex, multi-department initiatives to improve the customer experience.</p><p></p><p></p><p><strong>Salesforce &amp; Analytics</strong>: Strong proficiency in <strong>Salesforce</strong> and <strong>customer analytics</strong> tools, essential for managing customer data and driving insights.</p><p></p><p></p><p><strong>Problem-Solving</strong>: Strong analytical and problem-solving skills to address client pain points and ensure satisfaction.</p><p></p><p></p><p><strong>Communication</strong>: Excellent <strong>communication skills</strong>, both verbal and written, to effectively collaborate with teams and interact with clients.</p><p></p><ul> </ul><h3><strong>What the Company Offers</strong></h3><p></p><p><strong>Hybrid work environment</strong> – Flexibility to work remotely or from the office, depending on your location.</p><p></p><p></p><p><strong>A dynamic and technically cha