Experience Designer

2 weeks ago

Dublin, Dublin City, Ireland beBeeCustomerExperience Full time €80,000 - €100,000
Job Title: Customer Experience Manager

The key objective of this role is to champion customer-centricity across the organization.

We are a pioneering wealth tech company that delivers cutting-edge centralized trading solutions and robust B2B financial infrastructure, driving value through innovative technology. We cultivate a culture that values rapid responses to market dynamics and proactive problem-solving. With over 600 employees from 65 nationalities, we prioritize investing in our people and shaping the future of finance.

About The Role

  • The successful candidate will be responsible for embedding the Voice of the Customer by advocating for customer needs and prioritizing customer-driven projects with cross-functional teams.
  • They will also be required to monitor and improve satisfaction by tracking customer metrics and gathering feedback through client interviews.
  • In addition, they will drive cultural change by embedding customer-first methodologies across the organization and holding teams accountable for service quality.
  • 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.
  • Oversee welfare processes and ensure appropriate support for vulnerable clients.
  • Collaborate to improve the UX of critical interactions (registration, funding/withdrawal, account reporting, etc.).
Key Responsibilities:
  • Advocate for customer needs and prioritize customer-driven projects.
  • Monitor and improve customer satisfaction.
  • Drive cultural change by embedding customer-first methodologies.
  • Manage top-valued client issues.
  • Analyze market trends to enhance customer experience.
  • Ensure welfare processes are in place.
  • Improve UX of critical interactions.
Qualifications:
  • Leadership and Collaboration: ability to influence and deliver results in a matrix organization.
  • 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 a competitive salary, corporate benefits, an inspiring culture, ongoing education and training programs, opportunities to network in corporate events, and global career opportunities.

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