Shape Plooto’s customer experience through payments expertise and hands-on data analysis across its all-in-one payment automation platform.

As a Staff Customer Experience Strategist, you will own Customer Experience Insights and Optimization. You will investigate customer contact, churn, payment behavior, and operational friction. Your recommendations will guide improvements across Product, Engineering, Operations, Risk, Data, Finance, and GTM.

Key Responsibilities:

- Uncover customer journey opportunities using contacts, churn, reviews, NPS, and CSAT
- Diagnose product, payment, process, policy, tooling, and integration drivers
- Test hypotheses, segment customers, and quantify customer and business impact
- Identify improvements through AI, automation, tooling, communications, and processes




- Build alignment through evidence and concise recommendations for senior leaders

Requirements:

- Significant experience in payments, fintech, SaaS, or customer experience strategy
- Understanding of funding, settlement, returns, reconciliation, risk reviews, and chargebacks
- Data proficiency using SQL, Databricks, Salesforce, and similar tools
- Experience solving systemic customer, product, or operational problems with measurable improvements
- Solid first-principles problem solving, business judgment, and cross-functional communication

Bring payments knowledge, analytical rigor, and customer experience strategy to improve journeys and business outcomes at Plooto.

📌 Staff Customer Experience Strategist Payments (Canada)
🏢 Plooto
📍 Canada