CX Strategy Associate

Responsibilities

• Improve AI automation by enhancing chatbot performance and designing agent-assist workflows
• Manage and optimize CX tooling, including Zendesk, workflows, and internal efficiency tools
• Analyze CX performance across all channels to identify friction points and customer drop-offs
• Build and maintain dashboards to track key metrics such as CSAT, contact rate, and initiative impact
• Partner cross-functionally with Product, Engineering, and Data teams to implement scalable solutions
• Own end-to-end initiatives from problem definition and solution design to launch and measurement

Requirements

• 2–4 years of experience in Operations, Product Ops, CX, or Consulting
• Strong analytical and problem-solving skills
• Proven ability to operate in ambiguous environments and drive execution
• Experience working cross-functionally with Product, Engineering, or Operations teams
• High level of ownership and a strong bias toward action

Preferred Qualifications

• Experience with CX tools such as Zendesk, chat platforms, or CSAT collection tools
• Exposure to automation, workflows, or AI-driven customer service tools
• Experience building dashboards or working with data tools like SQL or Looker

About the Company

Kikoff is a profitable, pre-IPO fintech company on a mission to empower everyone to achieve financial security. We have built a suite of products that help millions of people build credit, access liquidity, and save money. We value extreme ownership, clear communication, and a strong sense of craftsmanship.