CX Strategy Manager
Role summary
The CX Strategy Manager will own the scaling of customer experience through automation, tooling, and measurement. This role defines the systems, metrics, and strategy for customer interactions and support efficiency, directly influencing company-level decisions on customer support access, investment in experience improvements, and balancing customer satisfaction, cost, and risk. Responsibilities include owning chatbot and AI automation strategy, managing the CX tooling ecosystem, defining core CX metrics, building measurement frameworks, analyzing customer issues impacting business outcomes, and leading cross-functional initiatives to improve the end-to-end customer experience. The role also involves people management and serving as a leadership voice on CX systems and performance.
Kikoff: The Fintech Powering Financial Security at ScaleKikoff is a profitable, pre-IPO fintech company on a mission to empower everyone to achieve financial security. With record revenue growth in 2025 and a unicorn valuation, we've built a suite of products that help millions of people build credit, access liquidity, and save money.We're scaling fast. Join us if you want to build something meaningful and help millions of people move forward financially.
Why Kikoff:
This is a consumer fintech startup, and you will be working with serial entrepreneurs who have built strong consumer brands and innovative products. We value extreme ownership, clear communication, a strong sense of craftsmanship, and the desire to create lasting work and work relationships. Yes, you can build an exciting business AND have real-life real-customer impact.
CX Strategy Manager
About this role
As the CX Strategy Manager, you will own how customer experience scales across automation, tooling, and measurement. This role is responsible for defining the systems, metrics, and strategy that shape how customers interact with Kikoff—and how efficiently we support them.
This role directly influences company-level decisions around how customers access support, where to invest in experience improvements, and how to balance customer satisfaction, cost, and risk.
Role & responsibilities
AI Automation & CX Systems
CX Strategy, Measurement & Decision-Making
CX Gap Identification & Execution
Team & Cross-functional Leadership
Expertise & experience required
Nice to have:
Equal Employment Opportunity Statement
Kikoff Inc. is an equal opportunity employer. We are committed to complying with all federal, state, and local laws providing equal employment opportunities and considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.
Please reference the following for more information.