Senior Customer Services Analyst

Obsidian Solutions - Now part of Aiviq; Harrow; On-site; GBP 42,000 - 65,000; Full time

Benefits offered by this job

Growth opportunities

Exposure to fintech and AI-augmented П

Job summary

Aiviq, a UK-based fintech, is expanding its Customer Services capability and seeks a Senior Customer Services Analyst to support data quality and system challenges. You will work closely with Investment Manager customers, troubleshoot issues, and develop data connectors to enable scalable service delivery.

The role requires strong communication, data analysis skills, and experience in customer-facing environments.

Qualifications

• Strong technical skill set with experience in customer-facing roles.
• Proficiency in SQL and experience supporting or developing computer systems.
• Experience analyzing complex data or technical issues and coordinating teams to resolve them.
• Strong data analysis skills and attention to detail.
• Excellent written and verbal communication skills.

Responsibilities

• Chair regular meetings with customers to understand how products drive success.
• Troubleshoot system failures and investigate customer queries.
• Build and maintain data connectors for existing or new data sources.
• Support release testing on new features before customer releases.
• Keep process documentation up to date and accurate.
• Collaborate with other teams to automate Customer Services activities.

Skills

SQL

Data analysis

Communication

Independent work

Asset Management knowledge

Tools

Microsoft Excel

Job description

About Aiviq

Aiviq is a cutting-edge fintech company revolutionising financial services and asset management. We empower the world's leading asset managers with data-driven insights and innovative technology solutions. Our cloud-based platform transforms complex financial data into actionable intelligence, addressing critical challenges in client data quality and insights. Serving global asset managers overseeing trillions in Assets under Management, we're at the forefront of financial technology innovation.

Aiviq is a cutting-edge fintech company revolutionising financial services and asset management. We empower the world's leading asset managers with data-driven insights and innovative technology solutions. Our cloud-based platform transforms complex financial data into actionable intelligence, addressing critical challenges in client data quality and insights. Serving global asset managers overseeing trillions in Assets under Management, we're at the forefront of financial technology innovation.

About The Opportunity

We're investing in our Customer Services capability, both by building out the team and implementing the tools to be able to deliver industry leading service to our customers in a scalable and sustainable way. We are looking for a Senior Customer Services Analyst to build out our Customer Services capability. Successful candidates should be highly customer focused with strong communication and a problem-solving mindset. Successful candidates should also be able to support the diagnosis and resolution of complex customer data and system challenges.

Responsibilities

Our Customer Services team provides day-to-day support and proactive data quality monitoring to ensure customer satisfaction. Your key responsibilities will be to:

• Chair regular meetings with Aiviq's Investment Manager customers; understanding how they can use Aiviq's products to achieve success
• Trouble-shoot system failures and investigate customer queries
• Build and maintain data connectors for existing and/or new data sources
• Support release testing on new features and enhancements prior to customer releases
• Ensuring that process documentation is kept up to date
• Work with other teams at Aiviq to automate Customer Services activities

What you will need

• A strong technical skill set coupled with experience of working in customer facing roles
• Proficiency in SQL and experience of supporting or developing computer systems
• Experience with undertaking analysis of complex data or technical issues, and managing technical teams to resolve issues
• Strong data analysis skills
• Excellent written and verbal communication skills
• Strong organizational skills and attention to detail
• Willingness to work independently with minimal supervision, taking initiatives to address challenges
• Experience with the Microsoft Office suite (particularly Excel) and data analysis skills
• Experience in Asset Management industry is preferred but not mandatory

What we look for

• A passion for customer success and building strong, long-lasting customer relationships
• Strong team-oriented leadership skills and proven track record managing others
• A desire to foster a culture of collaboration and teamwork, embodying Aiviq's core values of collaboration, openness, innovation and respect in all interactions
• People who think differently, bring an open mind and diversity of thought

What we offer

• Growth opportunities in a supportive, collaborative environment
• Exposure to cutting-edge fintech, cloud-based technologies, and AI-augmented workflows
• Work on critical data quality challenges for leading asset managers
• Mentorship from experienced product managers
• Competitive salary, benefits, and flexible working arrangements
• Clear career progression pathway in a growing fintech company

Aiviq is growing UK-based FinTech, specialising in developing SaaS products for the world's investment Managers. We are part of Alpha Financial Markets Consulting Plc, a leading global provider of specialist consultancy services to the financial services industry.