Customer Experience Strategist; Fully Remote

Customer Experience Insights and Optimization:

• Uncover the biggest opportunities to improve the customer journey by analyzing contacts, churn, and operational data.
• Diagnose underlying product, payment, and process drivers of friction and define key outcomes.

Cross-functional Influence and Prioritization:

• Shape customer experience priorities across SaaS and payments by identifying friction points and target outcomes.
• Influence high-value improvements by building alignment with Product, Engineering, and other teams.

Data-Driven Decision Making:

• Use SQL, Databricks, and similar tools to test hypotheses, segment customers, and quantify impact on contact rate, churn, and revenue.
• Translate complex analysis into clear, decision-ready recommendations for senior leaders.

Building Customer Experience Capability:

• Evolve how Plooto measures and acts on customer insights, creating reliable visibility into contact and churn drivers.
• Identify opportunities for AI, automation, tooling, and process improvements to create measurable impact.

Plooto is an all-in-one payment automation platform that helps businesses and accounting firms manage payables and receivables. With over 14,000 customers and a focus on building a reliable financial operations platform, the company values inclusion and impactful work.