Customer Experience Insights Manager

| Santa Monica

Tala is looking for a highly motivated Customer Insights Manager to help us develop and improve our product offering and experience for regional markets. Tala is a world leader in providing direct loans and financial services in emerging markets. We are a global team with diverse backgrounds who are singularly focused on using technology, data and customer-centric approach to meet the financial needs of the 2+ billion people of the emerging global middle class.

As the Customer Insights Manager, you will work with the global Customer Experience team, located in each of Tala’s markets and report to Manager of CX Insights. The role focus is to help implement new tools and processes, enhance our customer engagement practices and strategies globally, and ensure that Tala is engaged in best in class customer support. A successful candidate would be someone with stellar project management skills who can ensure that projects are well scoped with clear goals, and implemented smoothly. Someone who can create well defined business cases, has the ability to motivate non-direct reports to accomplish objectives, and delivers on initiatives. Someone with an improvement oriented mindset to optimize business processes and reporting. This role is responsible for improving our current product to reduce customer friction and increasing the effectiveness of the in-country teams to provide excellent support to our customers.

Responsibilities:

  • Excellent Project Manager who is skilled at everything from due diligence, implementation and post launch data analysis for new tools, processes and initiatives
  • Work with CX leadership on optimizing reporting and tools and determine best practices or opportunities for improvement
  • Work with customer experience leads in each country to maximize productivity and quality through process optimization while working towards reducing costs
  • Analyze effectiveness of current strategies; identify opportunities for improvement
  • Report regularly on KPIs at all levels within the organization for transparency and data informed decision making
  • Source, chart and analyze data to support company goals
  • Research, identify, quantify and define the root cause of issues, and product friction points.
  • Advocate for the customer by translating localized needs or trends into actionable insights for partner teams in marketing, credit, and product with the aim of reducing the number of customers who churn or fall into collections and improving our product offering
  • Create and manage regular metrics reporting for customer experience
  • Support in-country management in new process and tool implementation
  • Maintain accurate documentation for all tools
  • Support scrum master for department and team level sprint metrics and achievements

Requirements:

  • Ability and experience motivating teams, both indirectly and directly, ideal to have experience with international teams
  • 5+ years experience in customer support, product development, project management and/or content marketing
  • 5+ years experience in consumer finance or microfinance or fintech or consulting
  • Attention to detail, with a research oriented mindset to optimize business processes and reporting
  • Experience and proven success in Project Management
  • Excellent communication, presentation and building a business case skills
  • Proven ability to deploy set standards, procedures and policies with remote teams
  • Analytical, with a data-informed approach to management and decision making
  • Willingness to travel without restriction anywhere from 10-40% of the time
  • Willingness to take on a key function of our organization and desire to bring best in class servicing to all of Tala

Preferred Skills & Experience:

  • Knowledge of the financial services industry (Know Your Customer, financial compliance, etc.)
  • Experience working with tools like Zendesk, Looker, Amplitude
  • Comfortable with ambiguity
  • Flexibility, positivity and creative thinking
  • Experience working in Agile
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Location

429 Santa Monica Blvd, Santa Monica, CA 90401
How Tala helps financially underserved people access the credit they need to realize dreams
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What are Tala Perks + Benefits

Tala Benefits Overview

International Travel - Want to try nyama choma in Kenya, or halo halo in the Philippines, while seeing your work in action? With offices in Mexico City, Dar es Salaam, Nairobi, Manila and Bangalore, Tala offers Santa Monica-based team members frequent opportunities to travel to our markets to get to know our customers and local team members.

Medical Coverage & Wellness - We believe in people, and empowering each team member to be their whole self. With that comes wellness! Tala offers full coverage for health, dental and vision insurance for our team members and their families. We also celebrate wellness days, with opportunities for free massages in the office, and healthy snacks and treats always available onsite. Join one of our intramural sports teams or the running club, and make space for self-care by taking advantage of unlimited PTO and work from home days.

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Recreational Clubs
Relocation Assistance
Professional Development Benefits
Job Training & Conferences

Additional Perks + Benefits

Professional development opportunities – from conferences and online classes to weekly lunch & learns. Company-sponsored health and wellness activities, including local sports leagues and at-work massages! Gender-neutral paid parental leave for 12 weeks.

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