Customer Experience Manager

EXANTE; City Of London; On-site; GBP 45,000 - 65,000; Full time

Job summary

A prominent wealth tech firm in London seeks a Customer Experience Manager dedicated to enhancing service excellence. The candidate will lead initiatives to improve customer satisfaction, champion customer-first methodologies, and analyze insights to drive change within the organization. Ideal for someone with strong stakeholder management and communication skills, this role offers the chance for impactful contributions and career growth.

Benefits

Corporate benefits

Inspiring culture

Ongoing education & training

Networking opportunities

Global career opportunities

Qualifications

• Proven ability to influence and deliver results.
• Exceptional stakeholder-management skills.
• Strong grasp of customer-centric methodologies.
• Results-driven mindset with investment services experience.
• Comfortable interpreting data to measure impact.
• Excellent presentation skills.

Responsibilities

• Champion service excellence across all teams.
• Monitor and improve customer satisfaction metrics.
• Lead initiatives for customer-first methodologies.
• Act as the escalation point for service issues.
• Research market trends and competitor practices.
• Oversee effective customer welfare processes.

Skills

Influencing others

Stakeholder management

Customer-centric methodologies

Results-driven mindset

Data interpretation

Excellent communication skills

Job description

About the job Customer Experience Manager

Company & Culture

EXANTE is a pioneering wealth tech company that delivers cutting-edge centralized trading solutions and robust B2B financial infrastructure, driving value through innovative technology. Our proprietary trading platform offers seamless access to diverse financial instruments- including stocks, ETFs, bonds, futures, and options- all within a single, multi-currency account.

We cultivate a culture that transcends the ordinary, where rapid responses to market dynamics and proactive problem-solving are the norm. At EXANTE, the potential to make a meaningful impact is ever-present. Our team members continuously pursue personal and professional growth, empowered to spearhead change across people, processes, and products. True innovation stems from an insatiable desire for improvement, and everyone at EXANTE is committed to fostering this spirit and propelling the company into the future.

As a rapidly expanding global firm with over 600 talented employees from 65 nationalities across 70 locations, we are a frontrunner in the financial sector. Our investment priorities are clear: We prioritize investing in our most valuable asset - our people. Join us in shaping the future of finance.

About The Role

As Exante's Customer Experience Manager, you'll be at the heart of our commitment to customer-centricity. You will proactively champion service excellence across all teams, act as the voice of the customer, and spearhead initiatives that elevate satisfaction and loyalty.

Reporting Line: Marketing Director

Responsibilities

• Embed the Voice of the Customer
  • Advocate internally for customer needs, collaborating with cross-functional teams to prioritize and implement customer-driven projects.
  • Build and maintain strong stakeholder relationships to turn insights into action.
• Monitor & Improve Satisfaction
  • Develop and maintain a framework for tracking customer satisfaction metrics.
  • Conduct client interviews (phone, online, face-to-face) to gather feedback.
  • Analyze customer insights to identify trends, drive improvement plans, and raise satisfaction scores.
• Drive Cultural Change
  • Lead and support initiatives that embed customer-first methodologies across the organization.
  • Challenge the status quo and hold teams accountable for service quality.
• Act as the central escalation point for service issues for top-valued clients.
• Perform root-cause analysis, define corrective actions, and coordinate next steps to resolve outstanding cases.
• Competitive & Market Analysis
  • Research market trends and competitor practices.
  • Propose recommendations to continuously enhance our customer experience.
• Optimize Customer Welfare
  • Oversee the effective use of customer welfare processes.
  • Identify vulnerable clients and ensure regional teams implement appropriate support measures.
• Enhance Key Touchpoints
  • Collaborate on improving the UX of critical customer interactions: registration, funding/withdrawal requests, account reporting, etc.

Qualifications

• Proven ability to influence and deliver results through others in a matrix organization.
• Exceptional stakeholder-management and relationship-building skills.
• Customer-Centric Expertise
  • Strong grasp of customer-centric methodologies, tools, and frameworks.
• Commercial Acumen
  • Results-driven mindset with a track record of optimizing performance in a competitive, regulated financial environment.
• Analytical & Decisive
  • Comfortable interpreting data to inform decisions and measure impact.
• Communication Skills
  • Excellent written and verbal presentation skills, able to distill complex concepts into clear, compelling narratives.
• Industry Experience (Preferred)
  • Background in finance or investment services.

This role is ideal for a hands-on leader who thrives on driving continuous improvement, influencing across teams, and championing the customer at every turn. If you're ready to make a measurable impact on Exante's service excellence, we'd love to hear from you.

Personality / Mindset

• Integrity & loyalty
• Team player with advanced communication and collaboration skills
• A hands-on, can-do attitude - always looking for solutions and thinking out of the box
• Capability to work and succeed in the fast pace and ever-changing environment

We Offer*

• Corporate benefits (choose your preferred options)
• Truly inspiring culture, pleasant and informal work environment
• Ongoing education & training programs
• Opportunity to network and connect in the Corporate Events
• Global career opportunities

*Benefits/perks vary depending on the nature of your employment with the company and the country where you work

A group of disruptive technology experts created EXANTE. With an impressive track record in the industry and knowledge of the markets, our systems are built to democratize access to global financial instruments for professional traders and institutional investors.