Vice President, Customer Experience (Payments)

Vice President, Customer Experience (Payments)About the CompanyFast-growing payments technology platformIndustry Information Technology and ServicesType Privately HeldAbout the RoleThe Company is seeking a Vice President of Customer Experience with a focus on payments. This executive will be responsible for redefining and leading the merchant journey, including onboarding, support, retention, and expansion, within the context of a growing merchant acquiring and embedded payments platform. The role is pivotal in operating as the voice of the merchant, directly impacting the processing environment. The successful candidate will not only manage service levels but will also shape the entire experience for merchants and partners. This is a build role, and the ideal leader will have a deep understanding of how customer experience in the payments ecosystem influences revenue growth, partner retention, and enterprise valuation.Applicants must have a background that includes direct operational experience with TSYS, Global Payments, and/or Fiserv processing platforms, and a proven track record in areas such as processor implementations, merchant onboarding operations, funding or settlement workflows, dispute/chargeback handling, and service level governance. The role requires a leader who can tie customer experience performance to key business metrics and who is adept at cross-functional alignment with product, risk, and sales teams. The ideal candidate will have over 15 years' experience in payments, merchant acquiring, PayFac, or embedded payments, and have previously built or scaled a customer experience or support organization. Executive reporting, digital CX initiatives, and the ability to lead both in-house and outsourced teams are also essential.Travel Percent Less than 10%FunctionsOperations