Member Experience Improvement Specialist

About Thunes Thunes is the Smart Superhighway for money movement around the world. Thunes' proprietary Direct Global Network allows Members to make payments in real-time in over 130 countries and more than 80 currencies. Thunes' Network connects directly to over 7 billion mobile wallets and bank accounts worldwide, via more than 350 different payment methods, such as GCash, M-Pesa, Airtel, MTN, Orange, JazzCash, Easypaisa, AliPay, WeChat Pay and many more. Members of Thunes' Direct Global Network include gig economy giants like Uber and Deliveroo, super-apps like Grab and WeChat, MTOs, fintechs, PSPs and banks. Thunes' Direct Global Network differentiates itself through its worldwide reach, in-house Smart Treasury Management Platform and Fortress Compliance Infrastructure, ensuring Members of the Network receive unrivalled speed, control, visibility, protection and cost efficiencies when making real-time payments globally. Headquartered in Singapore, Thunes has offices in 12 locations, including Barcelona, Beijing, Dubai, London, Manila, Nairobi, Paris, Riyadh, San Francisco, Sao Paulo and Shanghai. For more information, visit: Context of the Role Thunes has seen incredible growth in the past few years, bringing on many customers around the globe. It's important that we continue bringing on board new customers but just as important we need to ensure that our current customers are happy and are being retained. The Member Experience Operations Improvement Specialist will focus on identifying, analyzing, and implementing operational improvements within our customer experience (CX) function. This role requires a mix of data-driven problem-solving, process optimization, and cross-functional collaboration to drive efficiency and enhance the overall customer journey. Key Responsibilities Analyze existing CX processes to identify inefficiencies, pain points, and opportunities for improvement Develop and implement strategies to enhance operational workflows, reduce response times, and improve service quality. Collaborate with customer service, product, and operations teams to optimize support systems, tools, and automation. Collaborate with payment partners for business process & quality improvement. Leverage data analytics to track KPIs, identify trends, and provide actionable insights for continuous improvement. Document and standardize processes to ensure consistency and scalability across the CX team. Support the implementation and adoption of new customer experience technologies and tools. Drive cross-functional initiatives to improve customer satisfaction and reduce operational costs. Qualifications 2-3 years of experience in an operational or technical role, preferably in customer experience, customer support, or business operations. Strong analytical and problem-solving skills, with the ability to interpret data and recommend improvements. Experience with customer support platforms (e.g., Zendesk, Salesforce, Freshdesk) and automation tools. Knowledge of process improvement methodologies (e.g., Lean, Six Sigma) is a plus. Strong communication skills and ability to collaborate with multiple stakeholders. Ability to manage multiple projects and prioritize tasks effectively. Experience with Zendesk, preferable. Ability to grasp processes and the technical infrastructure in place to support them. Excellent verbal and written communication skills. Ability to work cross-functionally and collaborate effectively with various teams. Competencies Empathy, curiosity, and desire to constantly improve, acquire new skills and drive for results. Flexible and open to change and new information; adapts behavior and work methods accordingly. Grasps the essence of new information; recognizes own strengths and weaknesses; pursues self-development; seeks feedback. Treats colleagues and partners with respect considers and responds appropriately to the needs, feelings, and capabilities of different people. Identifies and analyzes problems; distinguishes between relevant and irrelevant information. Ability to balance time to market with a solution and make the right trade-offs along the way. Strong analytical skills, understands and utilizes metrics relevant to role. Excellent written & verbal communications, experience with persuading senior audiences, and a desire to work in a fast-paced environment. Good interpersonal, influencing skills and able to communicate well with different stakeholders and across cultures and be able to manage through influencing. Strong command in English both verbal and written, a second language is a plus and preferred but not required. You are action-oriented, with strong organization skills and attention to detail. Sound like you? Apply now #J-18808-Ljbffr