Staff Customer Experience Strategist Payments

Shape Plooto’s customer experience through payments expertise and hands-on data analysis across its all-in-one payment automation platform.As a Staff Customer Experience Strategist, you will own Customer Experience Insights and Optimization. You will investigate customer contact, churn, payment behavior, and operational friction. Your recommendations will guide improvements across Product, Engineering, Operations, Risk, Data, Finance, and GTM.Key Responsibilities:
Uncover customer journey opportunities using contacts, churn, reviews, NPS, and CSATDiagnose product, payment, process, policy, tooling, and integration driversTest hypotheses, segment customers, and quantify customer and business impactIdentify improvements through AI, automation, tooling, communications, and processesBuild alignment through evidence and concise recommendations for senior leadersRequirements:
Significant experience in payments, fintech, SaaS, or customer experience strategyUnderstanding of funding, settlement, returns, reconciliation, risk reviews, and chargebacksData proficiency using SQL, Databricks, Salesforce, and similar toolsExperience solving systemic customer, product, or operational problems with measurable improvementsStrong first-principles problem solving, business judgment, and cross-functional communicationBring payments knowledge, analytical rigor, and customer experience strategy to improve journeys and business outcomes at Plooto.
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