Zolve - Human Centric Design Manager

ABOUT US :

Zolve's mission is simple: we want to make financial products accessible to everyone. Zolve offers the ambitious a plethora of products to simplify banking in the US, such as:

A Bank Account you can create from anywhere in the world in under five minutes

A high-limit Credit Card that helps build a healthy credit score

Easy, lightning-fast, cross-border money transfers with the best rates in the market

Zolve is expanding its horizons, and we're excited to open our doors to everyone expanding theirs.

We believe: that if space tourism is real, so is reaching for the stars.

RESPONSIBILTY :

- Responsible for driving customer excellence & bringing the customer perspective to all business decisions

- Work with cross-functional teams (business, product, design, content, marketing etc.) and wear the hat of the customer to constructively challenge the teams and to develop a customer-first mindset

- Be the gatekeeper for customer facing touch-points such as emails, App design, journeys etc.

- Own and drive the overall NPS metric for Zolve

- Consistently scan the market for best practices, best in class journeys, best in class customer delighter elements etc. and own market intelligence from a customer experience perspective

- Understand the competitive landscape and be an expert on our competition and how they are positioned

- Obtain insights into customers' usage of current products, untapped opportunities and customer personas, through interviews, surveys, and sales data

- Collaborate with product management and marketing communications to develop product positioning and messaging that resonate with our target customer personas.

- Serve as a customer evangelist within the organisation

- Investigate and resolve consumer credit bureau disputes, including a review of internal account records and communication of corrections to the credit bureaus on E-Oscar platform

REQUIREMENTS :

- Obsessed with improving customer experience