Head of Security Strategy

Kikoff: The Fintech Powering Financial Security at Scale
Kikoff is a profitable, pre-IPO fintech company on a mission to empower everyone to achieve financial security. With record revenue growth in 2025 and a unicorn valuation, we've built a suite of products that help millions of people build credit, access liquidity, and save money.
Join us if you want to build something meaningful and help millions of people move forward financially. This is a consumer fintech startup, and you will be working with serial entrepreneurs who have built strong consumer brands and innovative products. We value extreme ownership, clear communication, a strong sense of craftsmanship, and the desire to create lasting work and work relationships. Yes, you can build an exciting business AND have real-life real-customer impact.
CX Strategy Manager
As the CX Strategy Manager, you will own how customer experience scales across automation, tooling, and measurement. This role is responsible for defining the systems, metrics, and strategy that shape how customers interact with Kikoff—and how efficiently we support them.
This role directly influences company-level decisions around how customers access support, where to invest in experience improvements, and how to balance customer satisfaction, cost, and risk.
Own chatbot and AI automation strategy (coverage, containment, escalation quality)
Own the CX tooling ecosystem (Zendesk, workflows, CSAT systems, integrations) and evolve systems architecture as the company scales
Lead development of internal tools that significantly improve team efficiency and quality
Define and own core CX metrics: contact rate (all channels), deflection, cost per contact, CSAT, and complaint volume
Analyze which customer issues and journeys most impact business outcomes (e.g., churn, complaints)
Root causes of complaints and regulatory risk

~ Drive cross-functional initiatives to resolve these issues and improve end-to-end customer experience

Serve as a leadership voice on CX systems and performance, guiding company-level decisions with data and insights
6–10 years experience in CX, Operations, Product Ops, Consulting, or similar roles

• Proven experience owning tooling, systems, or automation in a CX or operations environment
• Strong analytical foundation and experience using metrics to drive decisions
• Experience with AI/chatbot platforms and automation systems

Deep familiarity with CX tooling (Zendesk or similar)
We are committed to complying with all federal, state, and local laws providing equal employment opportunities and considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.