Company Overview

The organisation is part of the evolving financial technology industry, developing digital financial products and services designed to improve the way individuals and businesses access and manage financial solutions. Its activities include digital banking, online payments, financial account services, and technology-enabled customer support.

The organisation places emphasis on customer satisfaction, service reliability, and continuous improvement across its digital financial platforms.

Role Summary

The Fintech Customer Experience Analyst will analyse customer interactions, service performance, and user feedback to identify opportunities for improving digital financial products and customer support operations.

This position combines customer experience analysis, operational reporting, and financial technology knowledge. The successful candidate will examine customer service trends, investigate recurring complaints, evaluate service delivery performance, and provide practical recommendations that help improve the overall customer journey.

Key Responsibilities

• Analyse customer feedback, support tickets, complaints, and service interaction records.

• Identify recurring customer issues affecting digital banking and payment services.

• Prepare reports on customer satisfaction, service response times, and support performance.

• Monitor customer experience indicators and highlight areas requiring operational improvement.

• Evaluate common difficulties experienced by users when navigating fintech applications.

• Collaborate with customer support and product teams to recommend service improvements.

• Review customer journeys across account registration, identity verification, payment, and account management processes.

• Investigate customer service trends and provide evidence-based improvement recommendations.

• Maintain accurate records of customer experience findings and operational observations.

• Support initiatives aimed at improving customer retention and service efficiency.

• Translate customer feedback into actionable insights for relevant business departments.

Requirements and Qualifications

• Bachelor’s degree in Business Administration, Economics, Marketing, Finance, Data Analytics, or a related discipline.

• Experience in customer experience, business analysis, customer support operations, or financial services is advantageous.

• Understanding of digital banking, online payments, and fintech applications.

• Familiarity with customer relationship management systems and service reporting tools.

• Good knowledge of Excel, Google Sheets, or data visualisation platforms.

• Strong analytical, research, and problem-solving abilities.

• Excellent written communication and report preparation skills.

• Ability to interpret customer feedback and identify meaningful service trends.

• Good organisational skills and the ability to work independently in a remote environment.

Benefits

• Fully remote working opportunity within Estonia.

• Exposure to digital banking and customer experience management.

• Opportunities to develop analytical and fintech industry expertise.

• Collaborative environment involving customer, product, and operational teams.

• Continuous professional development and career growth opportunities.

Application Instructions

Interested applicants should submit an updated CV outlining their experience in customer experience, business analysis, financial services, or customer support operations. Candidates should demonstrate their ability to analyse service performance, interpret customer feedback, and recommend practical improvements.

Are you interested in this position?

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

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