Customer Experience Manager

Role Overview

The Customer Experience Manager will own the customer’s experience across three UK propositions, handling complaints end to end, and driving earlier complaint identification. They will work alongside the Customer Relationship Managers and the UK senior management team.

What You Will Do

The key responsibilities include owning complaint handling, driving earlier complaint identification, owning root cause analysis, and representing the customer in product and change forums.

Why It Might Be a Fit

The ideal candidate will have proven experience handling regulated financial services complaints, working knowledge of DISP and the Consumer Duty, and experience in wealth management or pensions. They should also have demonstrable root cause analysis skills and the ability to challenge senior colleagues on customer outcomes.

Requirements

• Proven experience handling regulated financial services complaints
• Working knowledge of DISP and the Consumer Duty
• Experience in wealth management or pensions
• Demonstrable root cause analysis skills
• Strong written English
• Competent with a CRM or case management system

Benefits

• Flexible working arrangements
• Opportunity to work with a rapidly growing fintech company
• Competitive salary and benefits package