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Head of Customer Experience

Juno

Juno

Customer Service
Bengaluru, Karnataka, India
Posted on Friday, July 7, 2023
Juno Finance is a fintech company that offers the most powerful checking account, providing customers with an easy way to earn 5% on cash and instant access to digital assets. Our platform is designed to enhance the financial experience for individuals who want to do more with their checking accounts.
Juno has raised $23 million across seed and Series A from top investors like Sequoia, Polychain, Dragonfly, Jump, ParaFi, among others.
In this role, you will be responsible for developing and executing strategies to deliver an exceptional customer experience across all touchpoints, ensuring customer satisfaction and loyalty. The ideal candidate will have a background in enabling & building tech solutions in customer success function and be enthusiastic about working in the fintech sector.

What will you do?

  • Enable tech-driven solutions instead of adding more manual effort.
  • Develop and implement a customer experience strategy that aligns with Juno Finance's goals and objectives.
  • Build and manage a high-performing customer success team, fostering a culture of excellence and continuous improvement.
  • Collaborate with cross-functional teams, including product, tech, and operations, to ensure seamless customer journeys and consistent messaging.
  • Establish metrics and key performance indicators (KPIs) to measure customer satisfaction, loyalty, and advocacy.
  • Conduct in-depth customer research and analysis to identify pain points, opportunities for improvement, and customer preferences.
  • Monitor customer feedback and sentiment through various channels, including surveys, social media, and online reviews, and use insights to drive enhancements to the customer experience.
  • Collaborate with the product team to provide user feedback and insights for product enhancements and new feature development.

What will you need?

  • 5+ years of experience in customer experience, preferably in the financial technology industry
  • Bachelor's or Master’s degree in business administration, marketing, or a related field. Advanced degree is a plus.
  • Proven experience in customer success within the SAAS, US industry, ideally with a focus on fintech.
  • Strong understanding of customer experience principles, strategies, and methodologies.
  • Excellent leadership and team management skills, with the ability to motivate and inspire a diverse team.
  • Exceptional communication and interpersonal skills, with the ability to engage with stakeholders at all levels.
  • Analytical mindset with the ability to interpret data and customer insights to drive informed decisions.
  • Demonstrated ability to develop and execute customer experience strategies that drive customer satisfaction and loyalty.

Perks

  • An inclusive Leave Policy
  • Health Insurance
  • Flexible Benefits
  • ESOPs