About the role

Staff Customer Experience leader optimizing customer journeys for Plooto's payment automation platform. Using payments expertise, SQL, and data-driven insights to reduce friction, churn, and cost to serve.

Responsibilities

Own Customer Experience Insights and Optimization across the customer journey
Uncover customer contact, product churn, and operational churn drivers using customer contacts, churn, payment behavior, operational data, reviews, and NPS/CSAT
Diagnose underlying product, payment, process, policy, tooling, and integration issues
Shape customer experience priorities across SaaS and payments
Test hypotheses, segment customers, quantify impact, and connect insights to contact rate, churn, revenue retention, and cost-to-serve
Identify opportunities through AI, automation, tooling, communications, and process improvements
Partner with Product and Engineering on opportunities requiring deeper product investment
Build alignment across Product, Engineering, Customer Operations, Risk, Data, Finance, and GTM
Evolve Plooto's customer insight measurement and action capabilities
Create reliable visibility into contact and churn drivers
Translate complex analysis into concise, decision-ready recommendations for senior leaders
Reduce avoidable customer contact, product- and operationally-driven churn, and cost to serve
Improve visibility into customer friction root causes and implement automation and AI opportunities
Create interim solutions while structural product improvements are developed
Build a mature, data-driven approach to improving Plooto's end-to-end payment experience

Significant experience in payments, fintech, SaaS, customer experience strategy, or a related analytical role, ideally in a product-led environment
Strong understanding of how money moves through a payments business, including funding, settlement, returns, reconciliation, risk reviews, recalls, cross-border payments, chargebacks, and exceptions
Demonstrated track record of using data to identify and solve systemic customer, product, or operational problems, with measurable improvements in contact rate, churn, onboarding, payment transparency, or cost-to-serve
Strong hands-on data proficiency using SQL, Databricks, Salesforce, and similar tools, with minimal reliance on Data for routine analysis
Strong first-principles problem solving and business judgment
Ability to move from signal → driver → root cause → opportunity → recommendation and connect insights to customer and business impact
Experience building or materially improving a customer experience or friction-reduction capability
Experience using AI, automation, tooling, and process improvements to create measurable impact
Strong cross-functional influence and communication skills
Ability to build alignment through clear problem framing, evidence, sound judgment, and concise, decision-ready recommendations for Product and senior leaders

Opportunity to make a meaningful impact transforming the payments space in North America
Strong product-market fit and a significant growth opportunity
Backing of experienced fintech leaders
Opportunity to work across Product, Engineering, Operations, Risk, Data, Finance, and GTM
Opportunity to shape Plooto's next chapter of growth