Digital Transformation | Senior Customer Experience Manager

OnHires; City Of London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading technology provider in London seeks a Customer Experience Officer to enhance the customer journey across all business lines. The role involves designing customer journeys, collaborating with multiple teams, and leveraging analytics to improve client satisfaction. Candidates should have over 5 years of experience in the field, especially in SaaS or fintech. The position offers a hybrid work environment and competitive benefits.

Benefits

Hybrid work environment

Competitive salary and performance-based incentives

21 paid holidays

Qualifications

• 5+ years of experience in customer experience, product management, or a related field, preferably in SaaS, fintech, or iGaming.
• Proven experience in designing customer journeys within SaaS, fintech, or digital platforms.
• Strong proficiency in Salesforce and customer analytics tools.

Responsibilities

• Design and implement comprehensive customer journeys for seamless user experiences.
• Collaborate with internal teams to align customer-centric objectives.
• Regularly audit customer-facing platforms for improvements.

Skills

Customer Journey Design

Salesforce & Analytics

Communication

Problem-Solving

Customer Advocacy

Job description

Overview

Remote (Preferred GMT+4 ±1h) | Language: Native English (C2 required)

About the Company: Our client is a leading liquidity and technology provider specializing in the crypto and foreign exchange (FX) industries. With over 10 years of experience, they deliver advanced B2B tech solutions that empower brokers and financial institutions to scale faster while minimizing infrastructure costs. Their clients include licensed brokers, crypto exchanges, hedge funds, and asset managers globally.

Position Overview: The Customer Experience Officer will play a strategic role in enhancing and optimizing the customer journey across all business lines. Reporting directly to the Chief Strategy Officer, this role involves collaborating with multiple teams to consistently advocate for client needs and improve satisfaction and retention. The primary focus will be on customer journey design, cross-functional coordination, platform audits, and the use of analytics to drive improvements in customer experience and retention.

Key Responsibilities

• Customer Journey Design: Design and implement comprehensive customer journeys to ensure seamless user experiences across all platforms.
• Cross-functional Coordination: Collaborate with internal teams like compliance, legal, finance, sales, customer support, and the Salesforce team to align all departments with customer-centric objectives.
• Platform Audits: Regularly audit customer-facing platforms to identify areas of improvement, including UI bugs, user friction points, and other issues impacting the customer experience.
• Customer Feedback & Analytics: Collect feedback and analyze customer data to derive actionable insights that will help refine strategies, improve products, and enhance customer satisfaction.
• Internal Advocacy: Act as a customer advocate within the company, ensuring that customer concerns and feedback influence strategic decision-making.
• Reporting & Metrics: Regularly monitor key metrics such as CSAT, NPS, and customer retention and report findings to track performance and identify areas for improvement.

Key Performance Indicators (KPIs)

• CSAT (Customer Satisfaction Score)
• NPS (Net Promoter Score)
• Customer Retention and Churn Rate
• Time to Revenue (from client onboarding to revenue generation)
• Resolution Time for client issues

Skills & Experience Requirements

• 5+ years of experience in customer experience, product management, or a related field, preferably in SaaS, fintech, or iGaming.
• Customer Journey Design: Proven experience in designing customer journeys within SaaS, fintech, digital entertainment, or high-growth retail platforms (e.g., Netflix, Spotify, Revolut).
• Customer Advocacy: Successful track record of advocating for customers and coordinating complex, multi-department initiatives to improve the customer experience.
• Salesforce & Analytics: Strong proficiency in Salesforce and customer analytics tools, essential for managing customer data and driving insights.
• Problem-Solving: Strong analytical and problem-solving skills to address client pain points and ensure satisfaction.
• Communication: Excellent communication skills, both verbal and written, to effectively collaborate with teams and interact with clients.

What the Company Offers

• Hybrid work environment – Flexibility to work remotely or from the office, depending on your location.
• A dynamic and technically challenging environment – Engage in exciting, cutting-edge projects within the crypto and FX industries.
• Competitive salary and performance-based incentives – Attractive compensation package with performance-related rewards.
• 21 paid holidays – Generous annual leave to support a healthy work-life balance.
• Amazing networking events within the group – Participate in exclusive events that foster collaboration and professional networking within the company.
• Growth opportunities within the group – Ongoing opportunities for career development and internal promotions.