Director of Customer Journeys Job in Reach Financial

What is Reach Financial?
Reach Financial is a FinTech platform that is helping people outsmart debt for good.
We are building innovative products and best-in-class support that enable our customers to take control of their debt and de-mystify their personal finances. Our products and tools empower our customers to turn their financial goals into a reality.
Reach Financial launched in 2015 and has helped our customers pay off over $1 billion in debt. We offer debt consolidation loans and personal loans, and together these markets represent a $1.5T opportunity. In time, we will expand beyond these products to offer solutions for a variety of our customers’ personal finance challenges.
We are a fast-growing and fast-paced FinTech startup, with the stability of an established firm. You will have a front row seat at a rapidly growing company that is innovating the FinTech industry.
Liberty Lending is looking for a Director of Customer Journeys, a self-starter with a proven track record of building best in class customer experiences. The Director will directly own multiple customer journeys across the full lifecycle of our customers. They will be responsible for key decision making to drive growth for our business and customer satisfaction. The Director will work with all aspects of the organization including marketing, operations, customer service, risk, and product to deliver a world-class customer experience across all channels (both digital and non-digital). This opportunity offers complete remote flexibility.
What you will do:

Build and own the overall customer journey strategy for the company across both acquisitions and servicing.
Heavy initial focus on mapping and improving the end to end digital application experience to ensure clients who are interested in our products become a new customer
Deep analysis of customer issues, pain points, funnel metrics, customer communications, and servicing across the journeys
Use journey mapping and design thinking tools to identify areas for improvement and innovation.
Work regularly with our design, marketing and digital product teams on create exceptional digital experiences
Launch, manage, and directly own projects and programs to improve the journeys
Responsible to drive alignment and consistency in all customer communications within journeys including digital (online, sms, email) and contact center agent scripting. Strong partnership with marketing to help build the design and language of these communications
Work with our data science team to develop journey analytics and reporting to measure and optimize our journeys

What you should have:

10+ years of experience in customer experience, digital or marketing
preferred experience in digital journeys specifically in improve digital acquisitions experiences
Experience with using journey mapping tools and software
Deeply passionate about customer experience and helping customers
Previous management experience desired
Experience building effective customer communications plans; Salesforce Marketing Cloud experience a plus
Prior financial services and fintech experience preferred
Proven track record of building a business and operating in a fast-paced environment
Excellent communication and troubleshooting skills
Strong organizational and leadership skills
Able to influence and drive change

What is it like working at Reach Financial?
Our culture is built around advancing our teams, and we are dedicated to the success and growth of every team member. We believe in retaining a high-performing workforce and we prioritize diversity, intellectual curiosity, and continued learning. Our generous benefits packages reflect that.
We’ve been hard at work perfecting our product for years, and now we’re growing faster than ever before. Our strong foundation and company culture is readily equipped for this growth, and we believe that with the right people, our products will continue to help customers make real changes in their financial lives. What benefits will you receive?

Remote First Culture with optional Hybrid opportunities
Healthcare, Life Insurance, 401k Match
Paid Time Off, Paid 12-week Parental Leave
Disability (short-term, long-term), Employee Assistance Program
Spending Accounts (Transit/Parking, Medical, Dependent Care)
Insurance Discounts (home, auto, pet)

Reach Financial is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Reach Financial makes hiring decisions based solely on qualifications, merit, and business needs at the time.

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