{"id":3442585,"url":"https://alion.io/job/esewa-customer-experience-officer","title":"Customer Experience Officer","company":{"id":62546,"name":"eSewa","domain":"esewa.com.np","url":"https://alion.io/company/esewa","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":"f1soft.com","ats_vendor":null,"truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Lalitpur, Nepal"],"countries":["NP"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":12000,"max_usd":26000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":2087},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-29T06:19:50Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-10-29T06:19:50Z","board_verified":false,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"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.\nQualification and Experience\nBachelor’s or Master’s degree in Business Analytics, Marketing, Economics, Statistics, or a related field.\n2-4 years of experience in customer experience, CX research, customer insights, or UX research (preferably in fintech, e-commerce, or digital services).\nHands-on experience with customer journey mapping, persona development, and voice-of-customer programs (surveys, NPS, CSAT, CES).\nExperience in conducting customer interviews, call surveys, and social media listening or sentiment analysis preferred.\nUnderstanding of UX principles and usability evaluation methods, and the ability to work effectively with product and UI/UX teams.\nExcellent communication, presentation, and stakeholder management skills, with strong written skills for reviewing customer-facing content.\nStrong empathy and customer-first mindset, with the ability to handle escalations and difficult feedback constructively.\nStrong attention to detail and the ability to translate customer insights into actionable recommendations.\nJob Description\nMap, 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.\nMonitor, interpret key CX metrics and proactively recommend strategies based on findings.\nEnsure timely and accurate reports on customer insights, journey performance, CX operations, survey findings, and social media sentiment.\nIdentify and prioritize experience gaps across touchpoints, and work with product and UI/UX teams to design and validate recommended solutions.\nIdentify and develop user/product experiments for various target groups.\nConduct regular experience and app audits to identify friction points and drive continuous improvement across the platform.\nCoordinate with various stakeholders to conduct usability testing sessions and experience audits of key product flows and recommend improvements based on findings.\nConduct customer call surveys and social media presence reviews to gather actionable insights on customer needs, pain points, and brand perception.\nAnalyze customer feedback, support interactions, and usage data across multiple platforms to identify trends, friction points, and opportunities for UX improvements.\nCoordinate 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.\nRun closed-loop follow-ups with detractors and dissatisfied customers to resolve issues and capture learnings in co-ordination with customer support team.\nRequired Skills\nCustomer Empathy & Orientation: Ability to understand customer needs, emotions, and expectations, and advocate for them across teams.\nCustomer Journey Thinking: Ability to view the product end to end, spotting friction, drop-offs, and moments of truth across touchpoints.\nAnalytical & Insight Skills: Ability to interpret CX metrics, feedback, and behavioral data and turn them into clear, evidence-based insights.\nResearch & Listening Skills: Competence in running call surveys, interviews, and social listening to capture reliable voice-of-customer data.\nProblem Solving: Ability to diagnose root causes of recurring customer issues and recommend practical fixes.\nCross-Functional Collaboration: Ability to work with cross functional teams to drive resolution and improvements.\nOwnership & Follow-Through: Accountability for closing feedback loops and tracking issues through to resolution.\nAdaptability & Learning Agility: Comfort working in a fast-moving digital payments environment and picking up new tools, methods, and product areas quickly.\nBenefits of Working at eSewa\nStellar opportunity to work with the rising company\nThe amazing and passionate young team, beautiful office space\nTrust of biggest FinTech company.\nOne-of-a-kind company culture and growth opportunities to accelerate your career progression.\nHow to apply?\nWe are always keen to meet energetic and talented professionals who would like to join\nour team. Click on the button below and submit your application to apply for the post.\nRelated Jobs\nsrc=\"https://career.f1soft.com/images/organizations/1688277822_fonenxt.png\"\nalt=\"FoneNXT - Logo\" />\nhref=\"https://career.f1soft.com/organizations/fonenxt\">FoneNXT\nsrc=\"https://career.f1soft.com/images/icons/product-management.png\" alt=\"Product Management - Logo\" /> href=\"https://career.f1soft.com/jobs/business-analyst-fonenxt\">Business Analyst\nF1Soft Tower, Pulchowk, Lalitpur District, Nepal\n3 weeks ago\nhref=\"https://career.f1soft.com/jobs/business-analyst-fonenxt\">\nhref=\"https://career.f1soft.com/types/full-time\">Full Time\n\nhref=\"https://career.f1soft.com/levels/mid-level\">Mid Level\n\nhref=\"https://career.f1soft.com/categories/product-management\">Product Management\n\nDeadline:11 hours from now\nsrc=\"https://career.f1soft.com/images/organizations/1688277554_f1soft.png\"\nalt=\"F1Soft International - Logo\" />\nhref=\"https://career.f1soft.com/organizations/f1soft\">F1Soft International\nsrc=\"https://career.f1soft.com/images/icons/product-management.png\" alt=\"Product Management - Logo\" /> href=\"https://career.f1soft.com/jobs/product-analyst\">Product Analyst\nF1Soft Tower, Pulchowk, Lalitpur District, Nepal\n1 week ago\nhref=\"https://career.f1soft.com/jobs/product-analyst\">\nhref=\"https://career.f1soft.com/types/full-time\">Full Time\n\nhref=\"https://career.f1soft.com/levels/associate-level\">Associate Level\n\nhref=\"https://career.f1soft.com/categories/product-management\">Product Management\n\nDeadline:2 weeks from now\nsrc=\"https://career.f1soft.com/images/organizations/1719204789_extensodata.png\"\nalt=\"eXtensoData - Logo\" />\nhref=\"https://career.f1soft.com/organizations/extenso-data\">eXtensoData\nsrc=\"https://career.f1soft.com/images/icons/product-management.png\" alt=\"Product Management - Logo\" /> href=\"https://career.f1soft.com/jobs/product-owner-extenso\">Product Owner\nF1Soft Tower, Pulchowk, Lalitpur District, Nepal\n1 month ago\nhref=\"https://career.f1soft.com/jobs/product-owner-extenso\">\nhref=\"https://career.f1soft.com/types/full-time\">Full Time\n\nhref=\"https://career.f1soft.com/levels/mid-level\">Mid Level\n\nhref=\"https://career.f1soft.com/categories/product-management\">Product Management\n\nDeadline:11 hours from now\nsrc=\"https://career.f1soft.com/images/organizations/1688277646_esewa.png\"\nalt=\"eSewa - Logo\" />\nhref=\"https://career.f1soft.com/organizations/esewa\">eSewa\nsrc=\"https://career.f1soft.com/images/icons/product-management.png\" alt=\"Product Management - Logo\" /> href=\"https://career.f1soft.com/jobs/customer-intelligence-analyst\">Customer Intelligence Analyst\nPulchowk, Lalitpur District, Nepal\n31 minutes ago\nhref=\"https://career.f1soft.com/jobs/customer-intelligence-analyst\">\nhref=\"https://career.f1soft.com/types/full-time\">Full Time\n\nhref=\"https://career.f1soft.com/levels/mid-level\">Mid Level\n\nhref=\"https://career.f1soft.com/categories/product-management\">Product Management\n\nDeadline:2 weeks from now","description_format":"text","description_chars":7567,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Growth opportunities"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Payment Processing & Gateways"],"lifecycle":[{"event":"open","at":"2026-10-29T06:19:50Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":21,"reasons":["seen:1","win:early","comp:junior"],"computed_at":"2026-10-31T05:58:55Z"},"pay":null,"html_url":"https://alion.io/job/esewa-customer-experience-officer","json_url":"https://alion.io/job/esewa-customer-experience-officer.json","meta":{"generated_at":"2026-10-31T23:07:29Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":36071,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-01T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":62546},"rest":"https://alion.io/mcp/rest/get_company?id=62546"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fesewa-customer-experience-officer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fesewa-customer-experience-officer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fesewa-customer-experience-officer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/esewa-customer-experience-officer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fesewa-customer-experience-officer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3442585}},{"tool":"search_jobs","arguments":{"company":"esewa.com.np","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3442585},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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