Customer Experience Manager
5 days ago
Customer Experience Manager at EXANTE. This role is focused on driving customer-centricity across the organization and championing service excellence to elevate customer satisfaction and loyalty.
Company & Culture EXANTE is a pioneering wealth tech company that delivers cutting-edge centralized trading solutions and robust B2B financial infrastructure, driving value through innovative technology. Our proprietary trading platform offers seamless access to diverse financial instruments, including stocks, ETFs, bonds, futures, and options, all within a single, multi-currency account. We cultivate a culture that values rapid responses to market dynamics and proactive problem-solving. With over 600 employees from 65 nationalities across 70 locations, EXANTE prioritizes investing in its people and shaping the future of finance.
About The Role As Exante\'s Customer Experience Manager, you will champion customer-centricity, act as the voice of the customer, and lead initiatives that elevate satisfaction and loyalty.
Reporting Line Marketing Director
Worksite Remote
Responsibilities- Embed the Voice of the Customer by advocating for customer needs and prioritizing customer-driven projects with cross-functional teams.
- Monitor and improve satisfaction by tracking customer metrics and gathering feedback through client interviews.
- Drive cultural change by embedding customer-first methodologies across the organization and holding teams accountable for service quality.
- Escalation and resolution as the central point for top-valued client issues, including root-cause analysis and coordinating corrective actions.
- Conduct competitive and market analysis to inform recommendations for enhancing the customer experience.
- Optimize customer welfare by overseeing welfare processes and ensuring appropriate support for vulnerable clients.
- Enhance key touchpoints by collaborating to improve the UX of critical interactions (registration, funding/withdrawal, account reporting, etc.).
- Leadership and Collaboration: ability to influence and deliver results in a matrix organization with strong stakeholder management.
- Customer-Centric Expertise: solid grasp of customer-centric methodologies, tools, and frameworks.
- Commercial Acumen: results-driven with experience optimizing performance in a regulated financial environment.
- Analytical and Decisive: comfortable interpreting data to inform decisions and measure impact.
- Communication Skills: excellent written and verbal communication, able to distill complex concepts into clear narratives.
- Industry Experience (Preferred): background in finance or investment services.
We Offer Competitive salary, corporate benefits, an inspiring culture, ongoing education and training programs, opportunities to network in corporate events, and global career opportunities. Benefits vary by country and employment type.
Note: This description reflects the responsibilities and qualifications for the role without including extraneous postings or unrelated content.
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