Customer Experience Specialist - remote

SOWELO CONSULTING; City Of London; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading consulting firm is seeking a Customer Experience Officer based in London to enhance customer journeys across fintech solutions. The role involves managing user experiences, collaborating with various departments, and advocating for client needs. Ideal candidates will have strong experience in customer journey design and proficiency in Salesforce. Flexible working arrangements and opportunities for professional growth are offered.

Benefits

Innovative work culture

Professional advancement opportunities

Flexible work arrangements

Qualifications

• Deep expertise in designing and optimizing customer journeys.
• Proven history of driving cross-department initiatives.
• Advanced skills in Salesforce and customer analytics.

Responsibilities

• Manage end-to-end customer journeys to deliver exceptional user experiences.
• Collaborate across departments to ensure alignment.
• Audit platforms and resolve issues preemptively.
• Use data insights to refine strategies.
• Advocate for customer needs and influence decisions.
• Monitor success metrics like CSAT and NPS.
• Work with IT to enhance UI/UX.

Skills

Customer journey design

Customer advocacy

Salesforce expertise

Data analytics

Job description

Overview

Are you passionate about customer journey? If so, we have a remarkable opportunity for you! Based in the vibrant city of Dubai, but with the flexibility of a global reach, our client is a leading entity specialized in FinTech solutions and pioneering technology.

This role is about being the go-to person for ensuring an exceptional client experience, every single day. You’ll monitor all platforms, chatbots, and onboarding processes to spot delays, address client concerns, and track who’s excelling (and who isn’t). Your mission is to keep clients happy by prioritizing the features they need most and identifying areas of improvement. Every day, you’ll report on bugs, issues, and challenges that need fixing, while working to create smooth, simple, and hassle-free interactions for clients. You will identify UI glitches and usability problems to enhance the overall client journey.

The Customer Experience Officer will proactively enhance and optimize the customer journey across all business lines. Reporting directly to the Chief Strategy Officer and Chief Customer Officer, this role involves coordinating with compliance, legal, finance, sales, Salesforce team, customer support and other teams to consistently advocate for client needs and satisfaction.

What your responsibilities will include:

• Craft and manage seamless, end-to-end customer journeys that deliver exceptional user experiences every time.
• Collaborate across compliance, legal, finance, sales, and customer support to ensure alignment and effective communication.
• Audit customer-facing platforms, spot potential issues, and resolve them before they impact the user experience.
• Build customer feedback loops and use data-driven insights to refine strategies and improve product offerings.
• Be the voice of the customer—advocate for their needs, influence strategic decisions, and foster a culture that prioritizes client satisfaction.
• Monitor success metrics like CSAT and NPS, and identify what’s working and what needs improvement.
• Work with IT teams to enhance UI/UX and implement features according to customer needs.

Qualifications:

• Deep expertise in designing and optimizing customer journeys for leading SaaS, digital platforms in fintech and high-growth environments.
• A proven history of championing customer advocacy and driving cross-department initiatives to deliver results.
• Advanced skills in Salesforce and customer analytics, turning data into actionable insights that enhance the customer experience.

Preferred Qualifications:

• Excellent analytical, organizational, and communication skills
• High attention to detail and ability to work independently

Joining us means you\'ll enjoy:

• A vibrant and innovative work culture encouraging creativity and teamwork.
• Vast opportunities for professional advancement and skill enhancement.
• Flexible work arrangements and potential for international work exposure.
• Permanent contract or B2B contract

How to apply: Sounds interesting? Send us your CV by applying to this page!

The provision of personal data is voluntary and processed based on your consent. We have prepared information titled “Information regarding the processing of your personal data.” There you will find how your personal data is processed and your rights in connection to this.

The personal data will be processed by Sowelo Consulting sp. z o.o. sp. k., registered in Cracow, and by our Employees and Subcontractors (collectively referred to as the Company). Sowelo Consulting sp. z o.o. sp. k. is entered in the register of employment agencies under the number: 17107. This description may reference related entities as part of the company group.