Customer Experience Manager

Moneyfarm; Greater London; On-site; GBP 65,000 - 90,000; Full time

Job summary

Moneyfarm, a rapidly growing pan-European digital wealth manager headquartered in London, seeks a senior complaints leader to own the end-to-end experience for UK brands. You will own complaints end to end, drive early identification, and lead root cause analysis across front office, operations and product.

You will shape vulnerability standards, voice of the customer, and regulatory reporting, collaborating with two Relationship Managers and the UK leadership team in a new UK management

Qualifications

• Proven experience handling regulated financial services complaints end to end, including final response letters and redress decisions.
• Working knowledge of DISP, the Financial Ombudsman Service process and the Consumer Duty, and how they apply to a retail investment or pensions book.
• Experience in wealth management, investment platforms or pensions, particularly ISAs, pension transfers and drawdown.
• Experience of complaints in a multi-entity or multi-brand group.
• Demonstrable root cause analysis: evidence of finding a systemic cause and getting it fixed by another function.
• Practical experience of the FCA's vulnerable customer expectations and how they are evidenced in case files.
• Strong written English. Final response letters and regulatory submissions are a core output of this role.
• The credibility and independence to challenge senior colleagues in other functions on customer outcomes.
• Competent with a CRM or case management system and comfortable building management information from it.
• Embrace AI to enhance the CX function and processes

Responsibilities

• Own complaint handling end to end for Moneyfarm UK, Willis Owen and Profile Pensions: identification, logging, investigation, decision, redress, final response and closure, within DISP timescales.
• Drive earlier complaint identification. A third of our files show dissatisfaction expressed before a complaint was formally recognised; closing that gap is a first-year priority.
• Own root cause analysis and turn it into change. Produce a regular root cause report with named owners and dates, and hold the actions to completion across front office, operations and product.
• Own the vulnerable customer standard: how vulnerability is identified, recorded, actioned and evidenced in customer records, and the data we report on complainants in vulnerable circumstances.
• Own the voice of the customer across Trustpilot, Google and app store reviews, survey feedback and contact reason analysis, and report it to the Exco in a structured way.
• Represent the customer in product, change and launch forums, and provide a written customer impact view before launch decisions rather than after.
• Own complaints management information and regulatory complaints reporting, and support Consumer Duty outcomes monitoring and the annual board report.
• Manage Financial Ombudsman Service referrals end to end, including case files, submissions and lessons learned.
• Line manage, develop and quality-assure the Complaints Coordinator.
• Work within the FCA's rules and the firm's policies at all times, including DISP, the Consumer Duty, the Conduct Rules, anti-money laundering and customer identification procedures, and data protection.
• Work with the legal team on any escalated complaints or SAR requests (linked to a complaint)
• Comply with the Health and Safety at Work Act 1974, which means adherence to company policies and standards.

Job description

We are a rapidly growing pan-European digital wealth manager, serving over 170,000 active investors with over £7.5 billion invested on our platform. We began in Milan in 2011 with the purpose to help more people improve their financial well-being by making personal investing simple and accessible through technology. Fast forward to today, and we are recognised as one of the most innovative fintechs, headquartered in the heart of London.

With a team of 220+ people across 4 offices in Italy and the UK, we are proudly backed and funded by major partners including Poste Italiane, Cabot Square Capital, United Ventures, and Allianz.

Our vision

Our vision is to combine passion, expertise, and technology to provide best-in-class investment solutions and advice that protects and grows client wealth over time.

Our Core Values:

We’ve built our business on three Principles:

• Relationships are our first asset: We’re one team, built on trust, honesty, and transparency. We value our relationships above all else.
• Trust drives success: We give each other the space to grow. We empower our employees to succeed, so they can make a real impact.
• Our customers dream big, just like us: We see the bigger picture and we make sure our customers see it, too. We’re always focused on the best outcomes for our clients and for each other, no matter what the goal, or how big the dream

What this means in practice:

At Moneyfarm, our success comes from the impact each of us makes. We move with purpose, urgency, and ambition, focused on delivering outcomes that matter for our clients and our business. Everyone is empowered to take ownership, challenge the status quo, and turn bold ideas into results. As we evolve, we embrace AI as a catalyst for sharper thinking, smarter decisions, and even greater impact.

Our diversity makes this possible. Different perspectives, backgrounds, and experiences fuel our creativity and drive better decisions — it’s our competitive edge. We value people for who they are and their unique strengths: that's why we offer flexible ways of working to support them in doing their best work.

About the role

This is a new role and the single owner of the customer's experience across our three UK propositions: Moneyfarm, Willis Owen and Profile Pensions.

Complaint handling moves out of the line and into this role. Today complaints are investigated by the managers and representatives who handled the original contact, which is slow, hard to supervise and weak evidence of independence. You will own complaints end to end, from earlier identification through investigation, outcome and redress, to the root cause that stops the next one.

The role is deliberately wider than complaints. You are the eyes and ears of the customer inside the business: you own the voice of the customer across public review channels, you own our vulnerable customer standard, and you represent customer needs in product and change forums so that it is considered before decisions are taken rather than after complaints arrive.

You will work alongside two Customer Relationship Managers and the wider UK senior management team in a newly created UK management structure.

Key Responsibilities

• Own complaint handling end to end for Moneyfarm UK, Willis Owen and Profile Pensions: identification, logging, investigation, decision, redress, final response and closure, within DISP timescales.
• Drive earlier complaint identification. A third of our files show dissatisfaction expressed before a complaint was formally recognised; closing that gap is a first-year priority.
• Own root cause analysis and turn it into change. Produce a regular root cause report with named owners and dates, and hold the actions to completion across front office, operations and product.
• Own the vulnerable customer standard: how vulnerability is identified, recorded, actioned and evidenced in customer records, and the data we report on complainants in vulnerable circumstances.
• Own the voice of the customer across Trustpilot, Google and app store reviews, survey feedback and contact reason analysis, and report it to the Exco in a structured way.
• Represent the customer in product, change and launch forums, and provide a written customer impact view before launch decisions rather than after.
• Own complaints management information and regulatory complaints reporting, and support Consumer Duty outcomes monitoring and the annual board report.
• Manage Financial Ombudsman Service referrals end to end, including case files, submissions and lessons learned.
• Line manage, develop and quality-assure the Complaints Coordinator.
• Work within the FCA's rules and the firm's policies at all times, including DISP, the Consumer Duty, the Conduct Rules, anti-money laundering and customer identification procedures, and data protection.
• Work with the legal team on any escalated complaints or SAR requests (linked to a complaint)
• Comply with the Health and Safety at Work Act 1974, which means adherence to company policies and standards.

Essential

• Proven experience handling regulated financial services complaints end to end, including final response letters and redress decisions.
• Working knowledge of DISP, the Financial Ombudsman Service process and the Consumer Duty, and how they apply to a retail investment or pensions book.
• Experience in wealth management, investment platforms or pensions, particularly ISAs, pension transfers and drawdown.
• Experience of complaints in a multi-entity or multi-brand group.
• Demonstrable root cause analysis: evidence of finding a systemic cause and getting it fixed by another function.
• Practical experience of the FCA's vulnerable customer expectations and how they are evidenced in case files.
• Strong written English. Final response letters and regulatory submissions are a core output of this role.
• The credibility and independence to challenge senior colleagues in other functions on customer outcomes.
• Competent with a CRM or case management system and comfortable building management information from it.
• Embrace AI to enhance the CX function and processes

Nice to have

• Front-line customer service experience.
• Line management experience.
• Experience with Salesforce.
• Relevant professional qualification, for example CISI, CII or a recognised complaints qualification.