End Customer- Experience Lead

Title: End Customer- Experience Lead Location: Berkeley Heights, NJ / Alpharetta, GA(5days onsite)
The Mission

Your goal is to lead the Change charter of the migration. You will manage the end-to-end journey for our banking and credit union clients as they transition from legacy platforms to our new system. You are responsible for turning a high-risk technical event into a seamless evolution, ensuring high client retention and satisfaction during a complex, wave-based rollout.
Key Responsibilities

Strategic Change Leadership: Act as the primary architect of the client engagement model. You will design the communication frameworks, readiness checklists, and feedback loops that govern how we interact with clients during each migration wave.
Influencing the Change Charter: You are the voice of the customer in internal program meetings. You must influence the technical "Migration Factory" to ensure that wave schedules, features, and cutover plans align with the operational realities of a working bank or credit union.
Stakeholder Diplomacy: Manage high-stakes relationships with client C-suite executives and operations leads. You must proactively manage anxiety, resolve escalations, and maintain trust when technical challenges arise.
Wave-Based Orchestration: Partner with Project Managers and Release Managers to oversee the "Client Readiness" workstream for each wave. You ensure that if a client isn't 100% ready, the "Go/No-Go" decision reflects that reality.
Customer Journey Mapping: Design and refine the "Migration Playbook" from the customer's perspective. This includes pre-migration training, during-migration "war room" support, and post-migration hyper-care.
Success Metrics & Advocacy: Define what a "Successful Migration" looks like beyond just technical uptime. Track Net Promoter Scores (NPS), feature adoption rates, and time-to value for newly migrated clients.
The Profile

The Strategic Advocate The Experience (10-12 Years+): You have a background in Customer Success, Relationship Management, or Professional Services within the Fintech or Banking software space.
The "Change" Specialist: You understand the psychology of large-scale organizational change.
You know how to move a conservative credit union through a disruptive transition by focusing on the "Why" and the "Benefits".
Banking Domain Fluency: You understand the unique pressures of the financial industry- regulatory cycles, peak processing windows (EOM/EOY), and the critical nature of member/customer trust.
Influencer Without Authority: You can navigate a matrixed organization, pushing technical teams to prioritize user experience and pushing clients to meet their readiness milestones.

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