Director of Customer Experience

Director of Customer Experience

Join to apply for the Director of Customer Experience role at MNP Executive Search & Professional Recruitment.

About Us

Localcoin, founded in 2017, is the largest Bitcoin ATM provider in Canada, with terminals across Canada and Australia. We aim to simplify the process of buying or selling digital currencies globally and bring digital currency to the mainstream financial market. Join our dynamic team and thrive in a startup environment that fosters innovation, transparency, and connectivity.

Role Overview

As Director of Customer Experience, you will lead the development and execution of a comprehensive strategy that enhances every customer interaction—from ATMs and digital platforms to KYC processes. Your primary focus will be on identifying and addressing the root causes of customer pain points, driving cross‑functional improvements, and delivering seamless, high‑quality experience. In this role, you will own the end‑to‑end customer journey, partnering with key departments to optimize service design, simplify processes, and introduce data‑driven and AI‑powered innovations that elevate the overall experience.

Responsibilities

• Define and drive the company’s customer experience strategy aligned with business goals.
• Collaborate cross‑functionally with Operations, Product, Compliance, Marketing, and Engineering to address systemic customer issues.
• Champion the voice of the customer, ensuring insights and feedback inform operational and product decisions.
• Own the end‑to‑end customer journey and oversee initiatives to improve satisfaction, reduce pain points, and enhance loyalty.
• Leverage deep expertise in customer support systems (e.g., Zendesk, Salesforce, Freshdesk) to design efficient workflows, automations, and escalation paths.
• Develop scalable processes and data‑driven dashboards that provide visibility into key metrics (CSAT, NPS, SLA adherence).
• Identify process inefficiencies and lead cross‑functional initiatives to resolve recurring service or onboarding issues.
• Lead AI and automation initiatives to enhance service quality, self‑service capability, and operational efficiency.
• Monitor and analyze customer satisfaction and service quality trends across channels.
• Present regular performance reports and strategic recommendations to senior leadership.
• Drive accountability across teams for meeting SLAs, improving CX metrics, and implementing feedback‑driven improvements.

Qualifications

• Bachelor’s degree in Business, Operations, or a related field.
• Seven (7) + years of progressive leadership experience in Customer Experience, Customer Success, or Operations.
• Proven success driving cross‑functional CX initiatives and implementing systemic improvements.
• In‑depth, hands‑on expertise with support platforms such as Zendesk or Salesforce — including workflow design, automation setup, and dashboard development.
• Strong understanding of KYC, compliance, fintech, and customer onboarding processes.
• Experience implementing AI, automation, or digital transformation projects in a CX environment.
• Excellent analytical, communication, and stakeholder management skills.

Benefits

• Competitive Salary
• Group Benefits
• Paid Time Off
• Professional Development
• Flexible Work Arrangements
• Wellness Programs

Equal Employment Opportunity

We are committed to fostering an inclusive, accessible, and equitable workplace where all employees and applicants feel valued and respected. We do not discriminate based on race, ancestry, place of origin, color, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, or disability, as protected by applicable laws.

If you require accommodation during the hiring process, please let us know. We encourage applications from Indigenous Peoples, racialized individuals, persons with disabilities, LGBTQ2S+ individuals, and others from historically underrepresented groups.

Applicants must be legally eligible to work in Canada. Currently, we are unable to provide visa sponsorship.

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