Customer Experience Officer - Customer Journey Improvement

A company specializing in providing technology and liquidity to the financial sector, especially in the field of forex, cryptocurrencies and blockchain, is in search of a Customer Experience Officer. The company provides crypto payment solutions to businesses in over 40 countries, serving more than 500 clients worldwide. Its platform offers reliable infrastructure for sending, receiving, and managing cryptocurrency transactions, enabling seamless integration of crypto payments into products and services. Headquartered in Dubai, the company has a presence in key cities including Hong Kong, Kyiv, Tallinn, London, Limassol, Yerevan, Tbilisi, and Mauritius. It actively explores market trends, closely analyzes customer needs, and implements cutting-edge technologies to ensure its solution remains among the most competitive on the market. If you're passionate about delivering outstanding customer experiences and want to help shape a high-quality product in the financial sector, we'd love to hear from you! Your tasks on the position:

• Manage and improve end-to-end customer journeys
• Ensure seamless and user-friendly experience across all platforms
• Identify and resolve UX issues through audits and daily reports
• Align cross-functional teams around customer needs
• Use feedback and analytics to improve products and strategy
• Advocate for customers in strategic decision-making
• Track and report key satisfaction metrics (CSAT, NPS)
• Collaborate with IT on UI/UX enhancements and client-requested features

Requirements

• 5+ years of experience in designing and improving the customer journey
• 5+ years of experience in digital retail, SaaS, fintech, or high-growth tech platforms
• Proven track record of driving improvements in customer journey, customer satisfaction (CSAT), and customer engagement metrics
• Willingness to work in the GMT+4 time zone (±1 hour)
• Proven track record in advocating for customers and developing programs to increase their satisfaction
• Experience in coordinating and managing complex projects involving multiple departments
• Proficiency with Salesforce for managing customer information

Benefits

• Paid holiday
• Paid sick leave with medical certificate
• Gifts from the company for good performance (devices, trainings, certifications)
• Annual performance
• Salary review
• New challenges and non-trivial tasks