Want to help everyday Americans invest and build wealth? Financial inequality is increasing, and too many people are getting left behind. At Stash, we are passionate about democratizing wealth creation through education, advice, and products that help customers achieve greater financial freedom.

At Stash, helping customers is our top priority and we’re looking for a driven, articulate, problem-solver to join our dynamic Customer Experience team. As a Senior Program Manager, Customer Experience, you will own CSAT, NPS, and Voice of Customer programs to provide insights and analysis to support the CX team and drive organizational recommendations. When customers have problems, you’ll investigate and dig deep to communicate potential solutions, identifying trends or patterns, and provide recommendations. You will drive quality and treatment strategies across the team and share Voice of the Customer results organizationally.

As an insights thought leader and a touch point for the entire organization, you’ll be in a unique position to improve our customer’s experience by sharing customer and product insights with our product, marketing, and tech teams. If you are passionate about technology, quality, people and problem solving, then this could be the role for you!

What you’ll do:

• Translate CSAT, NPS, Voice of Customer efforts into actionable insights, operational improvements and feedback loops across the organization
• Drive quality measurement processes and reporting at representative, organization and larger company level
• Support development of a Social Media servicing strategy in partnership with Marketing, Compliance, and PR
• Review Customer complaints in partnership with CX Operations team to provide product recommendations and process improvements
• Perform both regular (weekly, monthly, quarterly) and ad hoc analyses around key business questions that pertain to the CX department
• Work with BPO Partner(s), Green Dot, and internal partners to provide systematic improvements in NPS, VOC, and other quality and satisfaction efforts
• Be proactive in identifying the cause of end-user and agent knowledge gaps and escalate training needs
• Lead initiatives, promotions, and new products with a focus on change management, tools and education
• Support launch of specialized CX Delivery Teams including but not limited to service recovery, retention, and onboarding in partnership with Brokerage Operations and Marketing
• Maintain internal communications tools and recommend new ideas to support Customer and Agent success
• Direct customer support as required to understand issues and support larger CX team

What we are looking for:

• 6-8 years of experience in a customer-facing position (preferably at a B2C startup or customer service organization)
• Great communication skills, both written and verbal
• A passion for great Customer Experience and Quality
• A passion for solving problems and customer experience
• A friendly demeanor and a solutions-oriented approach
• Empathy and the belief that the customer always comes first
• The desire to educate and help users
• Commitment to going above and beyond

#LI-JB1

At Stash it is our mission to help everyday Americans invest and build wealth. That includes people of all races,  genders, and abilities, so it is important to us to acknowledge and address the issues of inequality in financial services head on. 

Diversity and inclusion are essential to living our values, promoting innovation, and building the best products. Our success is directly related to our employees and we believe that our team should reflect the diversity of the customers that we serve.  As an Equal Opportunity Employer, Stash is committed to building an inclusive environment for people of all backgrounds.

If you require any reasonable accommodations to make your application process more accessible please reach out to [email protected]. 

Invest in Yourself: 

• Equity & Stash Accounts [Invest, Retire, Custodial, Bank]                     
• Flexible PTO 
• Learning & Development Fund 
• Work from Home Stipends
• Parental Leave [Primary & Secondary]

Recognition:

• BuiltIn’s Best Places to Work (2019, 2020, 2021) 
• Forbes Fintech 50 (2019, 2020, 2021)
• Best Digital Bank, Finovate Awards (2020)
• Tearsheet Challenge Awards, Best Banking Card Product - Stock-Back® Card, 2020
• LendIt Fintech Innovator of the Year (2019 & 2020)

**No recruiters, please**