Customer Experience Associate APAC at Remitly

Australia

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, FintechIndustries

Requirements

Bachelor's degree in Business, Marketing, Communications, or a related field (or equivalent experience)
A minimum of 2 years of proven experience in a customer experience, customer service, or related role, preferably within the Pacific and Asian markets
AI fluency – ability to understand, interpret, and work with AI-enabled tools, insights, and customer-facing technologies
Strong analytical skills with the ability to interpret customer data and insights
Excellent communication and interpersonal skills to foster collaboration across diverse cultural backgrounds
Ability to manage multiple projects and prioritize tasks effectively
Experience with CX tools, CRM systems, and customer feedback platforms is a plus
Fluency in English is required; proficiency in additional languages spoken in the Pacific and Asian regions is highly desirable
Passion for delivering exceptional customer experiences and driving continuous improvement

Responsibilities

Develop and implement CX strategies tailored to the Pacific and Asian markets to improve customer satisfaction and retention
Analyze customer feedback, surveys, and data to identify trends and improvement areas specific to the region
Collaborate with teams across marketing, sales, product, and support to create seamless customer experiences
Design and refine customer journey maps to optimize user interactions within the Pacific and Asian markets
Proactively identify friction points in the customer experience and recommend process improvements
Monitor and report key CX metrics, such as NPS, CSAT, and customer churn rates, with a focus on regional insights
Advocate for customers by addressing their needs and influencing company policies and decisions
Lead CX training sessions to empower internal teams with customer-centric best practices
Stay up to date with industry trends and emerging CX technologies relevant to the Pacific and Asian regions
Ensure cultural and language considerations are integrated into customer interactions and solutions
Engage with clients to deliver training and implement effective solutions, including corporate, law firms, barristers, and government departments
Identify opportunities and build relationships with stakeholders

Skills

Customer Experience

CX Strategy

Customer Journey Mapping

NPS

Customer Feedback Analysis

Data Analysis

Cross-functional Collaboration

Remitly

International money transfer for immigrants

About Remitly

Remitly focuses on international money transfers, helping immigrants send money to their families quickly and securely at lower costs than traditional banks. The company charges transaction fees and earns from the exchange rate margin, offering various transfer options like bank deposits and cash pickups. Remitly enhances user experience through its website and mobile app, allowing real-time tracking of transfers, and engages with immigrant communities by providing helpful resources and educational support. Its goal is to meet the unique needs of immigrants while ensuring fast, affordable, and reliable money transfer services.

Seattle, WashingtonHeadquarters

2011Year Founded

$423.9MTotal Funding

IPOCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Continuing Education or Travel Stipend

Office Culture

Flexible PTO, Schedules and Leaves

DEI Learning Opportunities

Community Engagement

Inclusive Benefits

Risks

Swift's integration into banks' channels poses a competitive threat to Remitly.

AI agents' rise may challenge Remitly's operational model in efficiency and cost-effectiveness.

Schall Law Firm's investigation could impact investor confidence and Remitly's reputation.

Differentiation

Remitly focuses on immigrants, offering competitive rates and fast, secure transactions.

The company leverages technology for a seamless user experience via its app and website.

Remitly engages with immigrant communities through content and educational initiatives.

Upsides

Increased digital wallet adoption in key markets expands Remitly's reach to unbanked individuals.

AI agents in operations could reduce costs and improve Remitly's efficiency.

Visa collaboration enhances Remitly's cross-border fund flow services, boosting customer satisfaction.

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