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CX Strategy Associate
Full-time
Kikoff: The Fintech Powering Financial Security at Scale
Kikoff is a profitable, pre-IPO fintech company on a mission to empower everyone to achieve financial security. With record revenue growth in 2025 and a unicorn valuation, we've built a suite of products that help millions of people build credit, access liquidity, and save money.
We're scaling fast. Join us if you want to build something meaningful and help millions of people move forward financially.
Why Kikoff
This is a consumer fintech startup, and you will be working with serial entrepreneurs who have built strong consumer brands and innovative products. We value extreme ownership, clear communication, a strong sense of craftsmanship, and the desire to create lasting work and work relationships. Yes, you can build an exciting business AND have real-life real-customer impact.
CX Strategy Associate
About This Role
As a CX Strategy Associate, you will improve how customer experience scales across automation, tooling, and measurement. This role focuses on identifying high-impact CX gaps and building scalable solutions that improve efficiency, reduce friction, and strengthen customer outcomes.
You will work on problems that sit between Product and Operations—ranging from improving onboarding flows to enhancing support automation and building internal tools. This role also contributes to shaping how we measure and optimize customer experience, including areas like contact rate, CSAT, and customer risk signals.
This is a high-ownership role with exposure to strategic questions, but with a primary focus on execution and building systems that scale.
Role & Responsibilities
AI Automation
Improve chatbot performance (coverage, containment, resolution quality)
Design and implement automation beyond chatbots, including:
+ Agent-assist / “copilot” workflows to reduce manual effort and errors
+ Automated servicing flows (e.g., follow-ups, status updates, issue resolution)
CX Tooling
Improve and maintain core CX systems (e.g., Zendesk, workflows, CSAT collection)
Support development of internal tools that increase agent and team efficiency
Help standardize tooling and workflows across support channels
Measurement & Insights
Analyze CX performance across channels (chatbot, support, product journeys)
Identify friction points not captured in support tickets (e.g., drop-offs, dead ends)
Build and maintain dashboards to track key CX metrics and initiative impact
Cross-functional execution
Partner with Customer Operations, Product, and Data teams to implement solutions
Own initiatives end-to-end: problem definition → solution design → launch → measurement
Translate customer insights and data into actionable improvements
Expertise & Experience Required
2–4 years experience in Operations, Product Ops, CX, Consulting, or similar roles
Strong analytical and problem-solving skills
Ability to operate in ambiguous environments and drive execution
Experience working cross-functionally with Product, Engineering, or Operations teams
High ownership and bias toward action
Nice To Have
Experience with CX tools (Zendesk, chat platforms, CSAT tools)
Exposure to automation, workflows, or AI-driven tools
Experience building dashboards or working with data tools (SQL, Looker, etc.)
Base Range
Equal Employment Opportunity Statement
Please reference the following for more information.
