CX Product Business Partner

Join Flex, a high-growth fintech company, as a CX Product Business Partner (CXBP). In this strategic role, you will be the interface between Customer Success and Product, ensuring that every feature is designed with real customer scenarios in mind and continuously improved post-launch. You will have PRD sign-off authority, a seat at the table in product planning, and ownership over the feedback loops that drive continuous improvement. This is a high-accountability, highly visible role with a focus on execution and cross-functional project management.

• Assurer la conception de chaque fonctionnalité en tenant compte des scénarios réels des clients, en garantissant qu'elle est opérationnellement prête au lancement et en l'améliorant en continu après le lancement.
• Être responsable de la coordination de la réponse du service client pour les incidents de gravité 0/1, en dirigeant la réponse interfonctionnelle du service client.
• Posséder le flux de travail de l'IA et du chatbot dans votre domaine, y compris la conception du flux de conversation, la logique d'escalade et les règles de routage.
• Deeply data fluent: you pull and present support data to build a case, and you know the difference between a trend and noise
• 5+ years in customer experience, product operations, or CX strategy at a fintech, SaaS, or high-growth consumer company
• Bias toward execution -- you ask "what's the fastest path to production?" before "what are all the options?"
• Demonstrated AI fluency and a point of view on where automation creates real leverage versus where human judgment is irreplaceable
• Demonstrated experience working directly with product and engineering teams -- holding them accountable, not just advising them
• Experience with conversational AI or chatbot workflows is a strong plus
• Fluent in the product development lifecycle: PRDs, sprints, launch readiness, and post-launch monitoring
• Clear, direct communicator who can represent CS in rooms where it typically has no voice
• Strong cross-functional project manager -- you can hold PMs, engineers, trainers, QA, and BPO partners to a shared timeline without formal authority
• Fintech or financial services experience strongly preferred