Senior Associate, Customer Experience (Strategy & Projects)

Responsibilities

• Own assigned buyer and seller experience domains across pre-purchase and finance-related journeys.
• Monitor contact drivers, resolution gaps, and policy clarity issues.
• Work with Product, Finance, Risk, and Operations teams to address friction drivers.
• Propose structured improvements to workflows, communication, and process clarity.
• Support implementation of automation and self-service enhancements.

Requirements

1. Experience in customer experience, operations, finance product, or risk-related roles.
2. Ability to analyze data trends and identify root causes.
3. Strong written and structured communication skills.
4. Ability to manage multiple stakeholders across functions.
5. Experience in e-commerce, fintech, or marketplace platforms.
6. Exposure to claims handling, payout processes, or payment systems.
7. Bachelor's degree in Business, Economics, Engineering, or related field.
8. 2 years+ of relevant experience in operations, customer experience, risk, or finance domains.
9. Strong analytical and problem-structuring ability.
10. Ability to work independently with minimal supervision.