Own the client adoption experience end-to-end across onboarding, servicing, and releases—mapping journeys, diagnosing friction, and driving measurable improvements.
Run launch readiness like a fintech operator: stakeholder alignment, impact assessments, run-of-show, cutover plans, hypercare, and post-launch retros.
Build and maintain world-class enablement (FAQs, playbooks, training materials, release notes/communications) that make complex capabilities simple and actionable for customers.
Drive Voice-of-Customer programs (surveys, interviews, support signal intake), synthesize insights into themes, and manage action plans through closure.
Partner with service/support teams to monitor issue trends, elevate incident communications, and continuously improve knowledge content and self-serve resources.
Track and report experience and readiness KPIs (adoption, time-to-onboard, ticket drivers, satisfaction metrics...