Remote job
Customer Experience Manager
Job details
About this role
Role overview
A global wealth-technology firm that delivers multi-asset trading infrastructure is hiring a Customer Experience Manager to act as the internal voice of the customer. The role blends customer research, journey mapping, satisfaction analytics, and competitor benchmarking to lift service quality across a B2B and B2C client base. It is a remote position reporting into senior marketing leadership.
Responsibilities
- Define and maintain Ideal Customer Profiles across segments, capturing pain points, expectations, and decision triggers. - Build a measurement framework covering CSAT, NPS, and CES, and turn survey and pulse-check data into prioritised improvements. - Lead cross-functional initiatives that embed a customer-first culture, challenging the status quo and resolving complex service issues. - Track competitor activity, run ghost-shopper analyses, and recommend specific experience upgrades via cost/benefit modelling. - Own end-to-end Customer Journey Maps per segment, pinpointing friction in onboarding, funding, withdrawals, and reporting, and scaling the moments that delight clients.
Requirements
- Demonstrated ability to influence stakeholders and deliver measurable wins inside a complex, multi-team organisation. - Hands-on experience managing ICPs, Customer Journey Maps, and turning competitor research into strategic actions. - Commercial mindset with a track record of driving results inside competitive, regulated financial markets. - Analytical rigour using journey-mapping, quantitative feedback, and competitor monitoring to make decisive recommendations. - Clear communicator who can translate complex customer and market data into actionable narratives. - Background in finance or investment services is strongly preferred.
Nice to have and mindset
- Integrity, loyalty, and a collaborative, hands-on attitude suited to a fast-changing environment. - Comfort working with autonomy and an overachiever mentality.
Benefits and work setup
- Remote-first setup with flexibility to work from home, an office, or a hybrid mix. - Competitive pay tied to experience and impact, alongside a flexible benefits package. - Ongoing training and education programs to deepen expertise. - Informal, low-bureaucracy culture with team events and global collaboration across colleagues in 70+ locations.