Digital Customer Experience Manager

About Us

MoneyLion is a digital financial platform on a mission to rewire a broken banking system that applies a one-size-fits-all approach to personal finance. Since our launch in 2013, we’ve engaged with over 8.5 million hard-working Americans, with a focus on empowering them to take control of their finances to achieve their life goals. Our award-winning platform delivers holistic banking, lending and investing solutions while surrounding each customer with personalized tools, content and advice relevant to their unique financial situation -- all in a single app.

We pride ourselves on being the most innovative team in Fintech, and all of our team members are passionate about making a difference in people’s lives. We work fast, collaborate always and, above all else, we do it for our customers.

MoneyLion is headquartered in New York City, with offices in Sioux Falls, and Kuala Lumpur, Malaysia, and we also support remote team members around the globe.

REMOTE OPPORTUNITY AVAILABLE

About the Role

The Digital Customer Experience Manager is a self-starter that manages our various systems, applications, and their respective integrations. This is a highly collaborative role, working closely with product owners, operations analysts, customer service managers and other departments within the organization to create the best environment possible in regards to our internal tech stack, self-service functionality and overall the digital customer experience.

Reporting to the Director of Customer Excellence, it is critical to success that one has a high attention to detail, analytical skills, as well as the ability to quickly become an expert in a variety of systems, services, and tools. It’s also important that the applicant has both a strategic and executional skill-set when it comes to managing systems.

Key Responsibilities:

    • Define the strategy, scope, and objective for digital enhancements, drafting vision and requirements documentation to improve the experience across the customer digital end-to-end journeys with a primary focus on self-service
    • Manage the configuration, and evolving functionality of core operations systems
    • Assess digital enhancement opportunities to meet performance goals of revenue, conversion and cost-savings
    • Actively participate in user experience and solution design sessions as the business owner to identify areas of improvement
    • Partner with analytics personnel to assess current digital performance, build business cases for digital projects and measure revenue, conversion and cost savings results from the delivery of enhanced online and on app functionality and improved customer experience
    • Partner with other Product teams to ensure a focus on streamlined end to end online and on app experiences
    • Partner with Operations and Product to drive awareness and usage of online and in-app self-service capabilities, encouraging front line personnel to become Digital advocates to drive self-service usage and improve overall customer satisfaction.
    • Enhance our omni-channel offerings across all channels with a heavy focus on optimizing for digital self-service and Customer Satisfaction

    About You

    • Bachelor's degree or equivalent
    • 3+ years quantitative and business analysis skills OR
    • 3+ years digital product management, SaaS industry, or related experience OR
    • 3+ years supporting operations and/or customer-facing teams
    • A deep understanding of how different systems interact and potentially integrate with each other
    • Track record of leading complex cross-functional operational initiatives with a strong attention to detail
    • Experience working for an innovative financial services company is strongly preferred
    • Excellent analytics and problem solving capability.


    What We Value

    We value growth-minded and collaborative people with high learning agility who embody our core values of teamwork, customer-first and innovation. Every member of the MoneyLion Pride is passionate about fintech and ready to give 100% in helping us achieve our mission..

    Working At MoneyLion

    At MoneyLion, we want you to be well and thrive. Our generous benefits package includes:

    • Competitive salary packages and bonuses
    • Comprehensive medical, dental, vision and life insurance benefits
    • Equity based compensation
    • Wellness perks
    • Paid parental leave
    • Unlimited Paid Time Off
    • Learning and Development resources

    MoneyLion is committed to equal employment opportunities for all employees. Inside our company, every decision we make regarding our employees is based on merit, competence, and performance, completely free of discrimination. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We realize the full promise of diversity and want you to bring your whole self to work every single day.