Customer Experience Manager

EXANTE·Poland·Удалённо·3 мес. назад

About The Role

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

Define and maintain Ideal Customer Profiles (ICPs) across client segments, mapping key pain points, needs, and expectations.
Bring customer and market perspectives into internal discussions to prioritize projects that solve real problems and deliver actionable wins.
Connect with stakeholders across the business to turn competitor and customer insights into action.

Track and boost satisfaction

Build a framework to track core satisfaction metrics (CSAT, NPS, CES).
Design and execute ongoing and ad-hoc client surveys, pulse checks, and feedback loops.
Analyse feedback and market metrics to spot trends, perform cost/benefit analysis, 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.
Analyse root causes, define corrective actions, and coordinate the steps needed to resolve complex cases.

Competitor insights & market research

Conduct ongoing monitoring of the competitor landscape, tracking competitors' business activities, product features, and marketing campaigns.
Execute ghost customer analysis to evaluate competitor user journeys and service standards.
Perform cost/benefit analysis on strategic initiatives to recommend specific improvements that optimize our customer experience.

CJM & touchpoint optimization

Own end-to-end Customer Journey Maps (CJMs) tailored to distinct client segments.
Build and maintain CJM satisfaction maps to pinpoint friction points, resolve systemic pain points, and scale key delight drivers.
Work with cross-functional teams to refine critical interactions across the CJM: registration, funding, withdrawals, and reporting.

Qualifications

Leadership and collaboration

You influence teams and deliver actionable wins in a complex organisation.
You build strong relationships and manage stakeholders effectively.

Customer & competitor focus

You know how to manage ICPs, optimize CJMs, and translate competitor insights into strategic advantages.

Commercial mindset

You leverage cost/benefit analysis and have a track record of driving results in competitive, regulated financial markets.

Analytical & research-driven

You use CJM satisfaction mapping, quantitative feedback, ghost customer analysis, and competitor monitoring to make decisive recommendations.

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

We Offer

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.