🛠 Tech Stack

💼 About This Role

You'll orchestrate end-to-end customer journeys and transform feedback into actionable improvements at Marqeta, a leading card issuance platform. Your core impact will be building a CX roadmap that includes listening posts and AI capabilities. This role offers a Flex First remote model within Ontario or British Columbia.

🎯 What You'll Do

• Create cardholder journey maps across servicing touchpoints.
• Analyze VoC data to identify trends and root causes.
• Develop CX roadmap including listening posts and AI capabilities.
• Lead implementation of systems, processes, and change management.

📋 Requirements

• Bachelor degree or equivalent education.
• 5+ years in CX, client enablement, or similar role.
• Deeply rooted in customer centricity and empathy.
• Strong understanding of CX frameworks (journey mapping, etc.).

✨ Nice to Have

• 3+ years in fintech, banking, or payments operations.
• Experience with BPO partnerships and multiple sites.
• Experience with telephony, CRM, VoC systems (e.g., Amazon Connect, ZenDesk).

🎁 Benefits & Perks

• 🏥 Multiple health insurance options
• 🏖️ Flexible vacation time
• 💰 Retirement savings program with company contribution
• 📈 Equity in a publicly-traded company
• 📚 Annual development dollars

📨 Hiring Process

Estimated timeline: 2-4 weeks

1. 1Recruiter phone call· 30 min
2. 2Hiring manager video call· 45 min
3. 3Virtual onsite (4-5 calls)· 3.5 hours