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FinTech & FinServ CX

The Fintech CX Awards: The Top 5 Fintech CX Leaders in the Industry

Announcing the winners of our inaugural Fintech CX Awards: Here are the most influential leaders in the Fintech CX industry.

Here’s something we can all agree on: Good CX isn’t easy. However, as a top priority for consumers, doing it poorly isn’t an option any longer.  

When someone says ‘award-winning CX,’ you might imagine a great experience with your favorite brand, or maybe a contact center with chats blinking and phones ringing off the hook. That’s part of the picture, for sure — but it’s certainly not all of it.  

Under the hood, award-winning CX is a strategic confluence of being very detailed and intentional across many difficult considerations: customer journey mapping, data analysis, channel management, staffing, training, planning, scale, technology, more data, and the dedicated individuals and leaders that make all of it possible, every single day.  

Today’s most successful CX leaders are those who take a thoughtful and strategic approach to turning chaos into control, consistently looking for new ways to marry data and technology to drive customer loyalty, satisfaction, ROI, and revenue for their organizations. 

As a leading Fintech CX outsourcer, we’re committed to continuously raising the bar for CX. We know great CX when we see it and believe it should be recognized. This year ahead of Money20/20, we’re recognizing Fintech CX Leaders and the immeasurable impact they have on their organizations and customers.  

Introducing our Top 5 Fintech CX Leaders for 2021:

  

fintech cx

Mia Alexander

VP Customer Success – Dave 

Mia Alexander is a CX world-mover with extensive Technology, Operations, and Banking experience. She spent 16 years at Green Dot Corporation and led a staff of over 2,000 to support the business and its partnerships, transforming experiences for users – especially underserved banking customers (which happens to be Mia’s passion). Since 2019, she’s further dedicated herself to bringing excellent CX to underbanked individuals, responsible for the strategy supporting over 7M+ customers at Dave.  

 

Tony Lawrence

Head of Vendor Management – Robinhood 

Tony Lawrence is a CX, Operations, and Finance pro. In his current position at Robinhood, he is a critical member of the Vendor Management Organization to transform processes and build an efficient, risk-free vendor network. Previously, he worked with Amazon’s Customer Service Global Outsourcing team -- and helped create thousands of jobs globally. He’s super passionate about utilizing impact sourcing, and how it can create new lives for people in areas where unemployment is high.  

 

Brian Klaja

Director, Workforce Optimization (Operations) - Brex 

When it comes to Workforce Management, Operations, and CX, you could say Brian Klaja loves big challenges. Notably, he was responsible for developing the real-time Workforce Management strategy for Netflix Customer Support’s Global Contact Centers, supporting over 100M+ subscribers across multiple channels and with over 20 languages. In 2019, he got the startup itch and decided to test his skills by joining Brex to help build their CX infrastructure, where he moved on to focus on Workforce Optimization for the Operations org, developing scalable, agile, and resilient staffing strategies.  

 

Smita Bhatnagar 

Senior Manager, Outsourcing Strategy & Vendor Management - Affirm 

Good CX requires you to meet customers where they are – and that can take a village. Enter, Smita Bhatnagar. Smita has deep expertise in outsourcing strategy and vendor management to ensure the right teams are in place to ace the customer experienceIn fact, she’s spent the last 20 years tackling vendor management challenges across industries for global corporations like Hewlett-Packard, Unilever, Cognizant, Macquarie, and in her current role since 2019, Affirm, with large and complex vendor networks. On top of that, she’s led the charge on many massive programs for CSAT improvement, process improvement and change management, and re-platforming – all focused on happier, more engaged customers. 

 

Grant Sinclair

Head of Customer Success & Operations – Ayden 

CX success is a win for both your customers and your business. As Head of Customer Success and Operations at Ayden, Grant Sinclair is a dedicated CX leader dedicated to creating lasting customer loyalty and building meaningful customer relationships. As a key member of the Customer Success team, Grant is responsible for scaling customer success programs to align with business growth. In this role, he also drives positive outcomes by ensuring customer goals and expectations are met, driving real business value. 

Congratulations to all of our winners this year, and to all those who were nominated -- we can't wait to see what you all do next! 

Want to be one of the great Fintech CX disruptors? Book a meeting with one of our leaders at Money20/20 to start transforming your CX. 


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