Head of Customer Experience & Growth (Fintech)

RMK Talent Solutions - 0131 220 9041; Greater London; On-site; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

Ongoing professional development

Collaborative working environment

Job summary

We are partnering with a Fintech company in London to appoint a dedicated Head of Customer Experience. This permanent role targets a driven leader with a strong background in Digital and Online customer management, responsible for nurturing client relationships and delivering exceptional service to foster loyalty and growth.

The role entails leading a customer success team, developing strategies to enhance experience, and collaborating with product, sales, and marketing to relay customer

Qualifications

• Proven experience in Digital or Online Customer Success management, ideally within a Fintech or similar environment.
• Strong leadership skills with the ability to motivate and develop a team.
• Excellent communication and interpersonal abilities.
• Analytical mindset with proficiency in data analysis and reporting.
• Strategic thinking with a customer-centric approach.
• Experience working in a fast-paced, innovative organisation.
• Knowledge of financial technology products or services is advantageous.

Responsibilities

• Develop and implement strategies to enhance the overall customer experience and satisfaction.
• Lead the customer success team to deliver proactive support and engagement initiatives.
• Identify opportunities for upselling and cross-selling to maximise client value.
• Collaborate with product, sales, and marketing teams to relay customer feedback and insights.
• Analyse customer data to identify trends, potential issues, and improvement areas.
• Establish metrics and KPIs to measure the effectiveness of customer success initiatives.
• Foster a customer-first culture within the organisation, ensuring transparency and trust in all interactions.
• Manage escalations efficiently and resolve complex client issues promptly.

Skills

Leadership

Data analysis

Communication

Customer success

Strategic thinking

Fintech knowledge

Job description

We are partnering with a Fintech company in London to appoint a dedicated Head of Customer Experience. This permanent role targets a driven leader with a strong background in Digital and Online customer management, responsible for nurturing client relationships and delivering exceptional service to foster loyalty and growth.

The role entails leading a customer success team, developing strategies to enhance experience, and collaborating with product, sales, and marketing to relay customer