Merchant Journey Mapping & Roadblock Identification
• Conduct a comprehensive audit of every merchant touchpoint — from approval through funding, servicing, and renewal — with fresh eyes and a merchant-first lens
• Identify and document friction points, experience gaps, and moments where merchants feel confused, unsupported, or at risk of disengaging
• Map the emotional arc of the merchant journey, understanding not just what happens but how merchants feel at each stage
• Build and maintain a living merchant experience playbook that guides every team touching the merchant relationship
Sentiment Anticipation & Proactive Engagement
Apply social listening and brand share of voice analysis across digital channels to surface emerging merchant sentiment, reputational signals, and competitive themes translating those insights into proactive engagement plays before issues escalate
Renewal Pipeline & Early Intervention
Partner with lifecycle marketing and data teams to build, refine, and operationalize propensity-to-renew and propensity-to-churn models turning model outputs into targeted interventions that measurably improve renewal rate, retention, and business performance outcomes
Lead persona-based journey mapping and analysis across distinct merchant segments using qualitative and behavioral inputs to identify stage-specific opportunities that drive increased engagement, deeper relationships, and higher conversion rates at every touchpoint
Merchant-Facing Digital Experience
Partner with Product, Data, and CRO stakeholders to identify, design, and analyze A/B tests across the merchant digital experience using journey data points to inform hypotheses, remove friction, and drive measurable lifts in engagement, retention, and profitable merchant relationships.