Customer Experience Manager – Fintech / FX – Up to £80k

My client are looking for a Senior Client Experience (CX) Manager, who will be responsible for ensuring best-in-class experience throughout the client lifecycle, aggregating delivery roadmaps and driving optimization workstreams for onboarding, engagement and retention journeys. This is a centralised role and covers all of my clients fintech/fx/banking brands!

This position acts as a connector to optimise E2E conversion and customer experience across all touch-points, working very closely with product owners (e.g. websites, application forms, payment gateways, trading platforms), project managers and other regional and global stakeholders.

To succeed this person will be commercially focused, highly analytical, and tech savvy – with the ability to coordinate activity and influence and a wide range of stakeholders. It is a hands-on role to execute activity in order to meet business objectives, KPIs (e.g. sign-up, funding, trading rates) and deliver an improved customer experience.

Key Responsibilities

• Customer journey development and optimisation across client acquisition, onboarding, engagement and retention.
• Mapping, identifying gaps and optimising client journeys – liaising with UX/UI designers, content & visual designers, product teams, dev teams, analytics and other relevant stakeholders.
• Liaise with product owners to optimise CX across the website, application forms, platforms, payment gateways and client account environments to drive key business KPIs.
• Assist in the coordination of product roadmaps and planning activities that impact the CX for each brand and region, working closely with product team and regional teams.
• Ensure CX is considered for client-facing projects, documenting client journeys and providing Marketing requirements, working closely with Project Managers throughout the project lifecycle to ensure execution.
• Work closely with the Conversion Rate Optimisation (CRO) analysts to develop, maintain and communicate detailed regional / service offering optimisation plans, across all brands.
• Use data and analytics to identify opportunities for optimisations and to drive decision-making * Close the loop by liaising with the product and development teams to ensure that testing and optimization insights are documented into relevant roadmaps, prioritised and delivered within agreed timeframes.
• Drive voice of customer programs, liaising with other teams across CX and analytics.
• Compile and deliver weekly, monthly reports detailing the month’s activity and performance against KPIs. Liaising with Insights & Analytics and Marketing Technology teams.
• Coordinate UAT / testing sessions amongst key stakeholders within central and regional Marketing teams.
• Conduct ongoing competitor reviews to measure best practice and identify opportunities for differentiation, working closely with the proposition teams.
• Ensure decisions are made timeously and that deadlines are met.
• Establish best practices and ensure that this is aligned with global counterparts.
• Work on multiple projects concurrently, balancing time constraints whilst maintaining quality
• Maintain an appropriate level of competence through ongoing training.
• Future line management of client journeys executive.

To be considered for this unique opportunity, please click “Apply” or contact me direct; dsims@welovesalt.com

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