Role Overview

We are seeking an experienced Customer Experience Manager to lead initiatives that improve how customers interact with digital financial products and services.

This role sits at the intersection of customer strategy, product development, service operations, analytics, and digital experience. You will use customer insights and performance data to identify friction points and develop measurable improvements across the complete customer journey.

Key Responsibilities

• Develop and execute customer-experience strategies across digital financial products.
• Map customer journeys and identify opportunities to eliminate friction.
• Analyse customer feedback, behavioural data, satisfaction metrics, and service performance.
• Establish and monitor customer-experience KPIs.
• Partner with Product, UX/UI, Technology, Marketing, Operations, and Customer Support teams.
• Lead initiatives designed to improve onboarding, engagement, retention, and customer satisfaction.
• Develop customer insight reports and present recommendations to senior leadership.
• Identify recurring service issues and coordinate cross-functional solutions.
• Support experimentation and optimisation of digital customer journeys.
• Establish processes for collecting, categorising, and acting upon customer feedback.
• Evaluate the effectiveness of customer-experience initiatives using quantitative and qualitative evidence.
• Promote customer-centric thinking throughout product and operational decision-making.

Qualifications & Experience

• Bachelor’s degree in Business, Marketing, Psychology, Communications, Management, or a related field.
• 5+ years of experience in customer experience, product, digital services, consulting, or financial services.
• Strong understanding of customer-journey mapping and experience optimisation.
• Experience working with customer analytics and performance metrics.
• Strong project-management and stakeholder-management capabilities.
• Excellent presentation, communication, and strategic-thinking skills.
• Experience within fintech, banking, SaaS, or other technology-driven businesses is highly desirable.

What We Offer

• Strategic ownership of high-impact customer initiatives.
• Exposure to innovative digital financial products.
• Cross-functional leadership opportunities.
• Professional development and career advancement.
• Competitive compensation within a modern, international working environment.

Are you interested in this position?

Apply by clicking on the “Apply Now” Button below!

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