Customer Experience Manager

Marqeta

Customer Experience Manager at Marqeta focused on enhancing client journeys and delivering measurable business impact. Analyzing customer feedback and leading initiatives for improvement in a dynamic environment.

Posted 7/15/2026full-timeRemote • California, Washington • 🇺🇸 United StatesMid-LevelSenior💰 $123,000 - $180,900 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer experience frameworks, including Journey Mapping and VoC methodologies, while effectively leading cross-functional initiatives to enhance customer satisfaction and loyalty. Capable of translating complex data insights into actionable strategies that align with business outcomes.

Highest-signal resume keywords

Customer Experience FrameworksVoice of Customer MethodologiesJourney MappingData-Driven Decision MakingCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ExperienceJourney MappingService BlueprintingDesign ThinkingCX MetricsNPSCSATCESFCRData Analysis

Soft Skills

CommunicationCollaborationInfluenceDetail-OrientedOrganizational Skills

Tools & Technologies

Feedback Measurement ToolsCCaaS SolutionsChange Management Systems

Industry Keywords

Customer CentricityClient EnablementCustomer SupportService-Oriented EnvironmentCustomer Loyalty

About the role

Key responsibilities & impact

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

What you’ll need

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

Benefits

Comp & perks

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 and up to 20 weeks of Parental Leave