job description
Join Sigma Global Technology as a Senior Digital Customer Experience Specialist in the dynamic fintech sector, based in the vibrant hub of Bali, Indonesia. This role is perfect for a customer-centric professional passionate about shaping seamless, innovative digital experiences in financial technology.
In this position, you will lead initiatives to enhance customer interactions across digital platforms, ensuring a frictionless, secure, and engaging journey. Your expertise will drive customer satisfaction, retention, and loyalty by leveraging data-driven insights and cutting-edge fintech solutions. Collaborate with cross-functional teams to refine user interfaces, optimize workflows, and implement best practices in digital customer service.
Bali’s thriving tech ecosystem offers a unique blend of work-life balance, creativity, and innovation—ideal for professionals seeking impactful roles in a forward-thinking environment. If you’re ready to elevate digital customer experiences in fintech, we’d love to hear from you.
Responsibility
- Lead the design and implementation of digital customer experience strategies tailored to fintech products and services.
- Analyze customer behavior data to identify pain points and opportunities for UX/UI improvements in digital platforms.
- Collaborate with product, marketing, and IT teams to enhance customer journeys across web and mobile applications.
- Develop and monitor KPIs and metrics (e.g., NPS, CSAT, churn rate) to measure the success of digital experience initiatives.
- Conduct user testing and feedback sessions to refine digital touchpoints and ensure alignment with customer needs.
- Implement personalization and automation tools to streamline customer interactions and improve efficiency.
- Stay updated on fintech trends and regulations to ensure compliance and innovation in digital customer service.
- Train and mentor junior team members on best practices in digital customer experience and fintech-specific challenges.
Qualifications
- Bachelor’s degree in Marketing, Business, IT, or a related field; Master’s degree is a plus.
- Minimum 5 years of experience in digital customer experience, UX/UI, or customer service within the fintech or financial services sector.
- Proven track record of improving customer satisfaction and digital engagement metrics.
- Strong proficiency in data analytics tools (e.g., Google Analytics, Tableau) and CRM platforms.
- Excellent communication and stakeholder management skills to align cross-functional teams.
- Experience with agile methodologies and digital transformation projects.
- Familiarity with fintech regulations (e.g., PSD2, KYC/AML) and security standards.
- Fluency in English; proficiency in Indonesian is a plus.