Customer Experience Officer

The Customer Experience Officer plays a key role in understanding and improving how customers experience the product across every touchpoint, through direct feedback, call surveys, and social media insights. The role requires a balance of empathy, analytical thinking, and cross-functional collaboration to identify pain points, close feedback loops, and translate customer voices into actionable improvements that strengthen satisfaction, trust, and long-term engagement.

Qualification and Experience

• Bachelor’s or Master’s degree in Business Analytics, Marketing, Economics, Statistics, or a related field.
• 2-4 years of experience in customer experience, CX research, customer insights, or UX research (preferably in fintech, e-commerce, or digital services).
• Hands-on experience with customer journey mapping, persona development, and voice-of-customer programs (surveys, NPS, CSAT, CES).
• Experience in conducting customer interviews, call surveys, and social media listening or sentiment analysis preferred.
• Understanding of UX principles and usability evaluation methods, and the ability to work effectively with product and UI/UX teams.
• Excellent communication, presentation, and stakeholder management skills, with strong written skills for reviewing customer-facing content.
• Strong empathy and customer-first mindset, with the ability to handle escalations and difficult feedback constructively.
• Strong attention to detail and the ability to translate customer insights into actionable recommendations.

Job Description

• Map, maintain, and update end-to-end customer journeys and personas (onboarding, KYC, first transaction, repeat usage, and support), identifying moments of truth, drop-off points, and emotional highs and lows.
• Monitor, interpret key CX metrics and proactively recommend strategies based on findings.
• Ensure timely and accurate reports on customer insights, journey performance, CX operations, survey findings, and social media sentiment.
• Identify and prioritize experience gaps across touchpoints, and work with product and UI/UX teams to design and validate recommended solutions.
• Identify and develop user/product experiments for various target groups.
• Conduct regular experience and app audits to identify friction points and drive continuous improvement across the platform.
• Coordinate with various stakeholders to conduct usability testing sessions and experience audits of key product flows and recommend improvements based on findings.
• Conduct customer call surveys and social media presence reviews to gather actionable insights on customer needs, pain points, and brand perception.
• Analyze customer feedback, support interactions, and usage data across multiple platforms to identify trends, friction points, and opportunities for UX improvements.
• Coordinate with stakeholders to escalate and resolve customer issues in a timely manner and translate customer insights into actionable recommendations and initiatives across acquisition, activation, retention, engagement and costumer-facing communication.
• Run closed-loop follow-ups with detractors and dissatisfied customers to resolve issues and capture learnings in co-ordination with customer support team.

Required Skills

• Customer Empathy & Orientation: Ability to understand customer needs, emotions, and expectations, and advocate for them across teams.
• Customer Journey Thinking: Ability to view the product end to end, spotting friction, drop-offs, and moments of truth across touchpoints.
• Analytical & Insight Skills: Ability to interpret CX metrics, feedback, and behavioral data and turn them into clear, evidence-based insights.
• Research & Listening Skills: Competence in running call surveys, interviews, and social listening to capture reliable voice-of-customer data.
• Problem Solving: Ability to diagnose root causes of recurring customer issues and recommend practical fixes.
• Cross-Functional Collaboration: Ability to work with cross functional teams to drive resolution and improvements.
• Ownership & Follow-Through: Accountability for closing feedback loops and tracking issues through to resolution.
• Adaptability & Learning Agility: Comfort working in a fast-moving digital payments environment and picking up new tools, methods, and product areas quickly.

Benefits of Working at eSewa

• Stellar opportunity to work with the rising company
• The amazing and passionate young team, beautiful office space
• Trust of biggest FinTech company.
• One-of-a-kind company culture and growth opportunities to accelerate your career progression.

How to apply?

We are always keen to meet energetic and talented professionals who would like to join

our team. Click on the button below and submit your application to apply for the post.

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