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.