[Hiring] Customer Experience, AI & Data Manager Lead @Mercuryo

Role Description

We're looking for an ambitious and customer-obsessed Customer Experience, AI & Data Manager to shape the future of customer experience at Mercuryo.

• Own Mercuryo's Voice of the Customer programme and turn customer insights into business improvements.
• Identify customer pain points using support data, feedback, CSAT, and operational metrics.
• Drive initiatives that reduce customer contacts through product improvements, automation, and self-service.
• Own the performance and optimisation of Forethought AI to improve automation and customer experience.
• Build dashboards and provide actionable insights on customer satisfaction, support performance, and AI effectiveness.
• Own Mercuryo's Help Centre and internal knowledge base.
• Lead our White Glove VIP Support Programme and manage the VIP Relationship Specialist.
• Partner with Product, Engineering, Customer Support, and other teams to improve the end-to-end customer journey.

Qualifications

• 3+ years of experience in Customer Experience, Customer Operations, Service Improvement, or Customer Support Analytics.
• Experience with Zendesk or similar customer support platforms.
• Experience working with AI-powered support tools such as Forethought or similar solutions.
• Strong analytical skills and experience with BI tools such as Metabase, Looker, Tableau, or similar.
• Experience building dashboards and presenting insights to stakeholders.
• Strong stakeholder management and cross-functional collaboration skills.
• Excellent communication skills and a passion for improving customer experience.

Requirements

• Experience in fintech, crypto, or payments (Nice to Have).
• SQL knowledge (Nice to Have).
• Experience with Voice of the Customer programmes (Nice to Have).
• Familiarity with KYC, Fraud, AML, or regulated customer operations (Nice to Have).

Benefits

• Competitive market rate salary and performance-based incentives.
• 22 days annual leave with an additional 6 company days, plus bank holidays.
• Comprehensive health insurance plans.
• Maternity & Paternity leave support.
• Extensive benefits program.
• Flexible work schedule and remote work options.
• Modern offices and co-working spaces across 6 countries.
• Working equipment.
• Professional development and training opportunities.
• Opportunity to shape the initiatives you’re working on.
• Diverse and friendly team.
• We are open-minded to new ideas.