Director of Customer Experience

16 hours ago

Remote, Canada Jonas Software Full time $130,000 - $145,000 per year

Job Description:Director of Customer ExperienceAbout The RoleConstellation Payment Processing is a modern Payment Facilitator (PayFac) empowering SaaS business to grow revenue through seamless, embedded payments. As part of Constellation Software Inc. (CSI) — a global Canadian-based software leader — we combine the agility of a specialized payments company with the strength and stability of an established global powerhouse.We are seeking an experienced and visionary Director of Customer Experience to lead our partner engagement strategy in the payments industry. This role is responsible for designing and executing initiatives that enhance the partner journey, improve satisfaction, and drive loyalty across all touchpoints. The ideal candidate will have deep expertise in payment systems, regulatory compliance, and partner-centric innovation.What You'll DoDevelop and implement a comprehensive partner experience strategy aligned with business goals.Lead cross-functional teams to optimize partner and customer journeys across support and operational channels.Analyze partner feedback and data to identify pain points and opportunities for improvement.Oversee partner and customer support operations and ensure high service standards in congruence with stated SLTs.Collaborate with product, finance, compliance, and technology teams to enhance partner-facing solutions.Ensure adherence to regulatory requirements and industry standards in partner and customer interactions.Drive initiatives to increase customer retention, satisfaction, and Net Promoter Score (NPS).Present insights and strategic recommendations to executive leadership.Stay informed on trends in customer experience, fintech, and payment technologies.Track performance metrics to ensure high-quality partner onboarding experiences.Be a champion for integrating AI into the team and procedures.Create and maintain departmental procedures.Coordinate with Marketing to develop and maintain partner-facing materials.Basic QualificationsBachelor's degree in Business, Marketing, Communications, or related field.10+ years of experience in customer experience, client services, or related roles.Strong leadership and team management skills.Expertise in payment systems, transaction processing, and compliance.Excellent analytical, communication, and strategic thinking abilities.Proficiency in CX tools, CRM platforms, and data analytics.Preferred QualificationsExperience in fintech or financial services.Advanced degree or certifications in Customer Experience Management (CXM), CRM, or related fields.Knowledge of PCI DSS, AML, and other regulatory frameworks.Minimal travel (

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