Hiring: Merchant Experience Manager Company: One Park Financial Location: Miami, FL Job Posted Time: 2026-09-03 10:45:46 About the job Experience: •Partner with Product, Data, and CRO stakeholders to identify, design, and analyze A/B tests across the merchant digital experience using journey data points to inform hypotheses, remove friction, and drive measurable lifts in engagement, retention, and profitable merchant relationships. Required Skills: •Merchant Journey Mapping & Roadblock Identification •Conduct a comprehensive audit of every merchant touchpoint — from approval through funding, servicing, and renewal — with fresh eyes and a merchant-first lens •Identify and document friction points, experience gaps, and moments where merchants feel confused, unsupported, or at risk of disengaging •Map the emotional arc of the merchant journey, understanding not just what happens but how merchants feel at each stage •Build and maintain a living merchant experience playbook that guides every team touching the merchant relationship •Partner with lifecycle marketing and data teams to build, refine, and operationalize propensity-to-renew and propensity-to-churn models turning model outputs into targeted interventions that measurably improve renewal rate, retention, and business performance outcomes •Lead persona-based journey mapping and analysis across distinct merchant segments using qualitative and behavioral inputs to identify stage-specific opportunities that drive increased engagement, deeper relationships, and higher conversion rates at every touchpoint Qualifications: •5-8 years of experience in customer success, merchant services, or financial services CX — with a track record of measurably improving the customer experience, not just managing it •Demonstrated ability to anticipate customer needs and design proactive solutions rather than reacting to problems after they occur •Data fluency — you can read behavioral and operational data and translate it into experience interventions and program design •Strong cross-functional operator who can align sales, marketing, product, and collections around the merchant perspective without direct authority •Background in MCA, payments, or SMB lending — understand the financial and emotional stakes for small business owners •Bilingual in English and Spanish — a meaningful portion of our merchant base communicates primarily in Spanish Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!