About The Team
We are looking for a Customer Experience (CX) to own and improve the end-to-end user journey across our e-wallet product. This role will act as the
quality gatekeeper for product flows, ensuring a seamless, consistent, and high-quality experience for users.
Job Description
- Product UI/UX Optimization
- Post-UAT Audits: Review UI flows following the UAT stage, proposing strategic enhancements to ensure a more intuitive and frictionless user journey.
- UX Writing & Localization: Manage and review Transify keys across all features to ensure in-app communication is consistent, localized, and easy to understand.
- Daily Quality Benchmarking: Conduct daily UI/UX audits across all product funnels to guarantee peak functionality and identify pain points before they impact the user.
- Market Intelligence: Continuously monitor competitors and global Fintech trends to identify best practices and propose innovative improvements for our E-wallet ecosystem.
- Social Listening & Reputation Management
- Sentiment Tracking: Monitor customer feedback across social media platforms daily to track brand sentiment and identify emerging issues.
- Crisis Mitigation: Proactively identify social noise and escalate potential crisis cases to relevant stakeholders to ensure timely resolution and safeguard brand reputation.
- Customer Insights & Feedback Orchestration
- NPS Management: Lead the collection of customer feedback through NPS (Net Promoter Score) in collaboration with cross-functional teams.
- Data-Driven Recommendations: Analyze survey results and qualitative feedback to derive actionable insights that drive product updates and service excellence.
Requirements
Must have
- Experience: 2+ years of experience in Customer Experience, Product Operations, UI/UX Research, or a related field (Fintech or E-commerce experience is a major plus).
- UI/UX Savvy: A strong eye for design and logic; you should be able to spot a broken flow or a confusing button from a mile away.
- Analytical Mindset: Proficiency in translating raw data and customer complaints into structured reports and improvement plans.
- Communication Excellence: Strong UX writing skills and the ability to simplify complex financial terms for the everyday user.
- Tech Literacy: Familiarity with localization tools (like Transify), social listening tools, and project management software.
- Language: Fluency in English (written and verbal) to work within a global product framework.
Nice to have
- Strong sense of integrity and responsibility.
- Familiar with AI application
