Represent the customer voice
Bring the customer into internal discussions. Collaborate with teams to prioritise and deliver projects that solve real customer problems.
Connect with stakeholders across the business to turn insights into action.
Track and boost satisfaction
Build a framework to track satisfaction metrics.
Talk to clients directly (phone, online, face-to-face) to gather feedback.
Analyse feedback to spot trends, fix issues, and drive satisfaction higher.
Build a customer-first culture
Lead initiatives that put the customer at the centre of how we work.
Challenge the status quo and keep teams accountable for service quality.
Own escalations and resolution
Act as the main escalation point for our key clients.
Analyse root causes, define corrective actions, and coordinate the steps needed to resolve complex cases.
Monitor market trends
Monitor market trends and competitor practices to stay ahead.
Recommend specific improvements to make our experience better.
Manage customer welfare
Own our welfare processes.
Identify vulnerable clients and ensure regional teams have the support measures they need.
Improve key touchpoints
Work with teams to refine critical interactions: registration, funding, withdrawals, and reporting.

You influence teams and deliver results in a complex organisation.
You build strong relationships and manage stakeholders effectively.
You understand how to build customer-first processes and frameworks.
You have a track record of driving results in competitive, regulated financial markets.
You use data to make decisions and measure your impact.
You communicate complex concepts clearly.
Background in finance or investment services.

Competitive salary that reflects your experience and the value you bring.
Flexibility that fits your life — work from home, from our office, or a mix of both. You decide what works best.
Flexible benefits package — choose the options that suit your life, not a one-size-fits-all bundle.
A genuinely good place to work — an informal, collaborative culture where ideas are heard and bureaucracy stays out of your way.
Continuous learning — ongoing training, education programs, and the support to deepen your expertise in a fast-moving industry.
Connection beyond your desk — events that bring our teams together to network and celebrate.
Global exposure — work side by side with talented colleagues from all over the world, across a business serving clients in 100+ countries.

Customer Experience Manager

About this role