Customer Experience Lead

Job Description

Lead the product team in improve understanding of customer needs and pain points. Foster a customer-centric culture through coaching, workshops, and CX practices. Develop insights into customer journeys and systems to understand evolving user needs. Gather feedback from stakeholders, translating insights into product strategy. Visualize and prototype concepts for feedback and testing. Drive idea generation using design thinking tools like sprints and prototyping. Collaborate with MFS Product Management, Customer Success, and Sales teams. Establish methods for efficient concept creation and demo development. You will bring MBA or relevant degree in business, engineering, UX, or service design. 5+ years in fintech, banking, or payments. 10+ years in user-centric service initiatives. Strong empathy for customers and passion for quality user experience. Experienced in agile service development and UX tools such as: Design thinking, CX design, user-centered design, user research, concept development, prototyping, testing, agile methodologies, SCRUM. Adaptability to technological changes and understanding technical systems. Strong analytical skills and innovative problem-solving. Ability to align design strategy with business goals. Proven leadership in cross-functional teams and collaboration. Excellent communication and stakeholder management skills. Strong project and program management skills. Experience working internationally; fluent in English.