Customer Experience Specialist - remote

SOWELO CONSULTING; London; Remote; GBP 35,000 - 55,000; Full time

Job summary

A leading FinTech solutions provider is seeking a passionate Customer Experience Officer. This role focuses on enhancing customer journeys, ensuring client satisfaction, and driving cross-departmental initiatives. Join a vibrant work culture that encourages creativity and professional growth while playing a pivotal role in client engagement.

Benefits

Vibrant work culture

Professional advancement opportunities

Flexible work arrangements

Qualifications

• Proven experience with SaaS and FinTech platforms.
• Experience with customer analytics and driving cross-department initiatives.
• Strong collaboration skills across multiple teams to enhance user experiences.

Responsibilities

• Design and optimize customer journeys for exceptional user experiences.
• Audit platforms and resolve potential issues proactively.
• Advocate for customer needs and influence product decisions.

Skills

Customer Journey Design

Customer Advocacy

Data Analytics

UI/UX Enhancement

Collaboration

Tools

Salesforce

Job description

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 all 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? 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. From pinpointing UI glitches to tackling usability problems, you’ll play a key role in enhancing 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 strategic coordination 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.
• Bring teams together! Collaborate across compliance, legal, finance, sales, and customer support to ensure everyone is aligned and communicating effectively.
• Keep things running smoothly by auditing customer-facing platforms, spotting potential issues, and resolving 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 help foster a culture that prioritizes client satisfaction.
• Stay on top of success metrics like CSAT and NPS, keeping a close eye on what’s working and what needs improvement.
• Work closely with IT teams to enhance UI/UX and implement features according to customers needs.

Qualifications:

• Deep expertise in designing and optimizing customer journeys for leading SaaS, digital entertainment, fintech, and high-growth platforms like Netflix, Spotify, Revolut, Robinhood, Stripe, and Salesforce.
• A proven history of championing customer advocacy, driving complex, cross-department initiatives to deliver impactful 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 the potential for international work exposure.
• permanent contract or B2B contract

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

The provision of personal data by you is fully voluntary and the basis for their processing is your consent. We have prepared some necessary information, you can find in document: "Information regarding the processing of your personal data". There you will find how your Personal Data is being processed and what your rights are in connection to this.

The personal data will be processed by Sowelo Consulting spółka z ograniczoną odpowiedzialnością spółka komandytowa with its registered seat in Cracow (Limited Partnership) registered in National Court Register (KRS) under no. 0000680493, Sowelo Consulting spółka z ograniczoną odpowiedzialnością (LLC) with its registered seat in Cracow registered in National Court Register (KRS) under no. 0000671136, our Employees and Subcontractors (jointly 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

IT Recruitment Poland | Executive Search | Recruitment Process Outsourcing