# Customer Experience Manager Remote from[USA](https://jobicy.com/job-region/usa.md)Salary, yearly, USD 123,000 - 153,800Department [Customer Success](https://jobicy.com/categories/supporting.md) Employment type Full Time, Job posted23 Jul 2026Apply before23 Aug 2026Experience level Midweight Views / Applies 42 / 2 [About company](https://jobicy.com/company/marqeta.md) * Share About [Marqeta](https://jobicy.com/company/marqeta.md) The global modern card issuing platform. [Financial Services](https://jobicy.com/company-category/financial-services.md) * 2010 Actively Hiring Verified job posting This job post has been [manually reviewed](https://jobicy.com/tools/help-center/employee/how-does-jobicy-verify-the-legitimacy-of-remote-job-listings.md) for authenticity and compliance. ### AI Summary This Customer Experience Manager role at Marqeta involves transforming customer experience into a competitive advantage by analyzing feedback, orchestrating end-to-end journeys, and driving cross-functional initiatives. The position requires 5+ years of experience in CX or related fields, strong analytical skills, and the ability to operate autonomously in a fast-paced environment. Key responsibilities include journey mapping, VoC analysis, developing CX roadmaps, and leading change management efforts. The role is flexible remote within the United States and offers a competitive salary. ### Role DNA Job Complexity Easy Hard Pace & Pressure Relaxed Fast-paced Autonomy Level Guided Full Ownership Communication Load Independent Highly Collaborative AI Insight The role requires 5+ years of experience, strategic thinking, and strong analytical skills, but is not an entry-level or executive position, making it moderately difficult. ### Salary Analysis Median Highly Competitive USD138,400US Market USD110k – 160k 0 USD176k AI Insight The offered salary range of $123,000 to $153,800 is competitive within the fintech industry for a Customer Experience Manager with 5+ years of experience. The median of $138,400 aligns well with market standards. ### Core Skills Required [Customer Experience Strategy](https://jobicy.com/jobs?search_keywords=Customer+Experience+Strategy.md) [Journey Mapping](https://jobicy.com/jobs?search_keywords=Journey+Mapping.md) [VoC Analysis](https://jobicy.com/jobs?search_keywords=VoC+Analysis.md) [Cross-Functional Collaboration](https://jobicy.com/jobs?search_keywords=CrossFunctional+Collaboration.md) [Data-Driven Decision Making](https://jobicy.com/jobs?search_keywords=DataDriven+Decision+Making.md) [NPS Improvement](https://jobicy.com/jobs?search_keywords=NPS+Improvement.md) [Service Blueprinting](https://jobicy.com/jobs?search_keywords=Service+Blueprinting.md) [Change Management](https://jobicy.com/jobs?search_keywords=Change+Management.md) [Fintech](https://jobicy.com/jobs?search_keywords=Fintech.md) [Stakeholder Management](https://jobicy.com/jobs?search_keywords=Stakeholder+Management.md) ### Cover Letter Sample Dear Hiring Manager, I am excited to apply for the Customer Experience Manager position at Marqeta. With over 5 years of experience in customer-facing roles in fast-paced environments, I have developed a strong ability to analyze feedback, identify pain points, and lead initiatives that enhance customer satisfaction. I am particularly drawn to Marqeta's innovative approach to payments and its commitment to transforming customer experience. I look forward to contributing to your team and driving measurable business impact. Sincerely, [Your Name] Copy ### Sample Interview Questions Can you describe a time you used customer feedback to drive a significant process improvement?I led a project where NPS scores were low due to long resolution times. By analyzing VoC data, I identified the root cause as a lack of self-service options. I worked with product and engineering to implement a knowledge base, reducing call volume by 20% and increasing NPS by 15 points.How do you prioritize competing initiatives on the CX roadmap?I use a framework that weights customer impact, business value, and feasibility. I also engage with cross-functional stakeholders to align on priorities and ensure resources are allocated to the highest-impact projects.Explain how you would measure the success of a CX initiative.I would define key metrics such as CSAT, CES, and NPS before the initiative, and track them post-implementation. Additionally, I would correlate these with business outcomes like retention and revenue.Describe your experience with journey mapping.I have created journey maps for both digital and service touchpoints, identifying pain points and moments of truth. For example, I mapped the onboarding journey for a fintech client and identified a 30% drop-off at a specific step, which we streamlined, resulting in a 10% increase in completion rate.How do you handle resistance to change when implementing new customer experience processes?I communicate the 'why' behind the change, using data to show the benefits. I also involve stakeholders early in the process to get buy-in and provide training and support to ease the transition. As Marqeta’s CX Manager, you will be at the forefront of transforming customer experience into a competitive advantage. This role puts you in the driver’s seat to revolutionize how we deliver exceptional client and cardholder experiences by orchestrating end-to-end journeys that also support our business objectives. The CX Manager will be responsible for gathering, analyzing, and interpreting direct and indirect customer feedback to identify trends, pain points, and opportunities for improvement across the entire customer journey. Analytical strength is required to lay the insights foundation for your action-leading initiatives, both delighting our customers and delivering measurable business impact. You will use storytelling to translate complex data and ambiguous problems into recommendations that you will manage from concept through execution. In this new critical role, you will have a strong influence in how CX strategy is developed within Marqeta and operate in a fast paced, dynamic environment. Your mission will be to champion a culture of intentional design, bridging strategy and delivery and ensuring that the identified pain points result in tangible improvements, delighting our customer base. ### We work [Flexible First](https://www.marqeta.com/blog/2022/05/10/flexible-first). This role can be performed remotely anywhere within the United States. We’d love for you to join us! ## The Impact You’ll Have * 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 . Who You Are * 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 Nice-To-Haves * 3+ years in fintech, banking, payments or financial services operations * Experience managing or coordinating with BPO partners and various geographical sites * Experience with telephony, CRM and VOC systems (e.g. Amazon Connect, Zendesk, Qualtrics, Medalia, etc.) * Proven success in integrating AI solutions into customer operations from generative AI tooling to agentic implementations Your Manager * Katie Clark, Head of Partner Operations & Experience Transformation Recruiter For This Role * Agata Wojciechowska Typical Process * Application Submission * Recruiter phone call * Hiring manager video call * Virtual “Onsite” consisting of 4-5, 45 min calls * Offer! At this point, we hope you’re feeling excited about the role. You’re encouraged to apply even if your experience doesn’t precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so again, don’t hesitate to apply — we’d love to hear from you. Compensation and Benefits Marqeta is a Flex First company which allows you to choose your best working environment, whether that be from home or at a company office. To support Flex First, we calibrate pay to a competitive value according to working location. Compensation is aligned according to three tiers within the United States: * National: A baseline tier that applies to most of the geographic territory of the United States. * Premium: Slightly elevated from the National tier, and oriented toward a narrower set of higher cost-of-living areas, such as Los Angeles CA and Seattle WA * Premium Plus: A tier for the most expensive working areas, like the San Francisco Bay area and New York City. Visit [this page](https://www.marqeta.com/company/salaryzones) or consult with a Recruiter to determine which tier would be applicable to you. When determining salaries, we consider several factors including, but not limited to, skills, prior experience, and work location. The new-hire base salary range for this position is: * National: $123,000-$153,800 * Premium: $133,100-$166,400 * Premium Plus: $144,700-$180,900 ## Along with monetary compensation, Marqeta offers * 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 ### About Marqeta Marqeta is on a mission to change the way money moves. We’re one of the earliest enablers of embedded finance, a market opportunity sized up in the trillions. Our card issuing platform provides unprecedented flexibility and control for companies to issue cards, authorize transactions, and manage payment operations in real time. Marqeta is powering the most well known brands in the new economy (Block, Cash App, Affirm, Instacart, Doordash, Uber, Walmart, etc). You don’t need to be a Payments expert to join the Marqeta Team, let us help you with that. This is the opportunity of a lifetime to work with innovators around the world and unlock equitable financial access for all. ### Marqeta’s Values – Solve for the Customer: With a deep understanding of our customers’ business and empathy for their needs, we deliver products and services that drive their success. Earning and keeping their trust guides everything we do. – Do What’s Right: Knowing businesses and livelihoods depend on us, we pursue solutions that disrupt responsibly and deliver high-quality results that our customers count on. We own our work from start to finish. – Simplify and Innovate: We approach challenges with curiosity and take smart risks. Innovation comes from finding better, simpler ways to achieve extraordinary outcomes. – Win as a Team: We succeed together by embracing diverse perspectives and pushing each other to raise the bar. We lead with humility and set aside hierarchy to work as a team. – Make it Count: We drive forward with focus and agility. With a sense of urgency and purpose, we get the job done, and done right. Equal Employment Opportunity, Accommodations and Privacy Marqeta is an equal opportunity employer committed to an inclusive workplace that fosters belonging. We do not discriminate based on race, color, religion, sex (including pregnancy, lactation, childbirth, or related medical conditions), veteran status or uniformed service member status, age, national origin or ancestry, citizenship or immigration status, physical or mental disability, gender identity, gender expression, sexual orientation, genetic information (including testing or characteristics) or any other characteristic protected by applicable law. We also consider qualified applicants with criminal histories, consistent with legal requirements. Marqeta endeavors to make reasonable accommodations for applicants with disabilities. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please submit [this form](https://forms.gle/Nx79JaH22WR94nBh7) with your specific accommodation request. Personal data that is provided as part of the application and recruitment process is processed in accordance with the[ Applicant Privacy Notice](https://www.marqeta.com/company/applicant). Additional information for California residents can be found [here](https://www.marqeta.com/applicant#1lOHLMWCqwzsMvVd1FY1XD). ### Show more [Apply now >](https://jobicy.com/jobs/149646-customer-experience-manager.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. 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