[Hiring] Customer Experience Manager @EXANTE

Role Description

As Exante’s Customer Experience Manager, you’ll be at the heart of our commitment to customer-centricity. You will proactively champion service excellence across all teams, act as the voice of the customer, and spearhead initiatives that elevate satisfaction and loyalty.

Reporting Line: Marketing Director

Worksite: Remote

Responsibilities

• Represent the customer voice
• Bring the customer into internal discussions. Collaborate with teams to prioritise and deliver projects that solve real customer problems.
• Connect with stakeholders across the business to turn insights into action.
• Track and boost satisfaction
• Build a framework to track satisfaction metrics.
• Talk to clients directly (phone, online, face-to-face) to gather feedback.
• Analyse feedback to spot trends, fix issues, and drive satisfaction higher.
• Build a customer-first culture
• Lead initiatives that put the customer at the centre of how we work.
• Challenge the status quo and keep teams accountable for service quality.
• Own escalations and resolution
• Act as the main escalation point for our key clients.
• Analyse root causes, define corrective actions, and coordinate the steps needed to resolve complex cases.
• Monitor market trends
• Monitor market trends and competitor practices to stay ahead.
• Recommend specific improvements to make our experience better.
• Manage customer welfare
• Own our welfare processes.
• Identify vulnerable clients and ensure regional teams have the support measures they need.
• Improve key touchpoints
• Work with teams to refine critical interactions: registration, funding, withdrawals, and reporting.

Qualifications

• Leadership and collaboration: You influence teams and deliver results in a complex organisation.
• Customer focus: You understand how to build customer-first processes and frameworks.
• Commercial mindset: You have a track record of driving results in competitive, regulated financial markets.
• Analytical and decisive: You use data to make decisions and measure your impact.
• Communication: You communicate complex concepts clearly.
• Industry Experience (Preferred): Background in finance or investment services.
• Personality / Mindset:
  • Integrity & loyalty
  • Team player with advanced communication and collaboration skills
  • A hands-on, can-do attitude - always looking for solutions and thinking out of the box
  • Overachiever mentality
  • Capability to work and succeed in the fast pace and ever-changing environment

Benefits

• Competitive salary that reflects your experience and the value you bring.
• Flexibility that fits your life — work from home, from our office, or a mix of both. You decide what works best.
• Flexible benefits package — choose the options that suit your life, not a one-size-fits-all bundle.
• A genuinely good place to work — an informal, collaborative culture where ideas are heard and bureaucracy stays out of your way.
• Continuous learning — ongoing training, education programs, and the support to deepen your expertise in a fast-moving industry.
• Connection beyond your desk — events that bring our teams together to network and celebrate.
• Global exposure — work side by side with talented colleagues from all over the world, across a business serving clients in 100+ countries.