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For Companies At a Glance
- Tasks: Enhance customer journeys and advocate for client needs across all business lines.
- Company: Leading tech provider in crypto and FX industries with over 10 years of experience.
- Benefits: Hybrid work, competitive salary, 21 paid holidays, and performance-based incentives.
- Why this job: Join a dynamic team and make a real impact on customer satisfaction and retention.
- Qualifications: 5+ years in customer experience or product management, preferably in SaaS or fintech.
- Other info: Exciting growth opportunities and exclusive networking events within the company.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Location: Remote (Preferred GMT+4 ±1h)
Language: Native English (C2 required)
About the Company
Our client is a leading liquidity and technology provider specializing in the crypto and foreign exchange (FX) industries. With over 10 years of experience, they deliver advanced B2B tech solutions that empower brokers and financial institutions to scale faster while minimizing infrastructure costs. Their clients include licensed brokers, crypto exchanges, hedge funds and asset managers globally.
Position Overview
The Customer Experience Officer will play a strategic role in enhancing and optimizing the customer journey across all business lines. Reporting directly to the Chief Strategy Officer, this role involves collaborating with multiple teams to consistently advocate for client needs and improve satisfaction and retention. The primary focus will be on customer journey design, cross‑functional coordination, platform audits and the use of analytics to drive improvements in customer experience and retention.
Key Responsibilities
- Customer Journey Design: Design and implement comprehensive customer journeys to ensure seamless user experiences across all platforms.
- Cross‑functional Coordination: Collaborate with internal teams like compliance, legal, finance, sales, customer support and the Salesforce team to align all departments with customer‑centric objectives.
- Platform Audits: Regularly audit customer‑facing platforms to identify areas of improvement, including UI bugs, user friction points and other issues impacting the customer experience.
- Customer Feedback & Analytics: Collect feedback and analyze customer data to derive actionable insights that will help refine strategies, improve products and enhance customer satisfaction.
- Internal Advocacy: Act as a customer advocate within the company, ensuring that customer concerns and feedback influence strategic decision‑making.
- Reporting & Metrics: Regularly monitor key metrics such as CSAT, NPS and customer retention and report findings to track performance and identify areas for improvement.
Key Performance Indicators (KPIs)
- CSAT (Customer Satisfaction Score)
- NPS (Net Promoter Score)
- Customer Retention and Churn Rate
- Time to Revenue (from client onboarding to revenue generation)
- Resolution Time for client issues
Skills & Experience Requirements
- 5+ years of experience in customer experience, product management or a related field, preferably in SaaS, fintech or iGaming.
- Customer Journey Design: Proven experience in designing customer journeys within SaaS, fintech, digital entertainment or high‑growth retail platforms (e.g., Netflix, Spotify, Revolut).
- Customer Advocacy: Successful track record of advocating for customers and coordinating complex, multi‑department initiatives to improve the customer experience.
- Salesforce & Analytics: Strong proficiency in Salesforce and customer analytics tools, essential for managing customer data and driving insights.
- Problem‑Solving: Strong analytical and problem‑solving skills to address client pain points and ensure satisfaction.
- Communication: Excellent communication skills, both verbal and written, to effectively collaborate with teams and interact with clients.
What the Company Offers
- Hybrid work environment – flexibility to work remotely or from the office, depending on location.
- A dynamic and technically challenging environment – engage in exciting, cutting‑edge projects within the crypto and FX industries.
- Competitive salary and performance‑based incentives – attractive compensation package with performance‑related rewards.
- 21 paid holidays – generous annual leave to support a healthy work‑life balance.
- Amazing networking events within the group – participate in exclusive events that foster collaboration and professional networking within the company.
- Growth opportunities within the group – ongoing opportunities for career development and internal promotions.
Senior Customer Experience Officer employer: OnHires
Contact Detail:
OnHires Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Experience Officer
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend virtual events, and connect with current employees on LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for those interviews! Research the company inside out, especially their customer experience strategies. We want you to be able to discuss how your skills align with their goals, so practice common interview questions and have your own ready to go.
✨Tip Number 3
Showcase your expertise! Create a portfolio or case studies that highlight your previous work in customer journey design and analytics. We believe that tangible examples of your success can really set you apart from other candidates.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we’re always looking for passionate individuals who are eager to enhance customer experiences, so don’t hesitate to put yourself out there!
We think you need these skills to ace Senior Customer Experience Officer
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Senior Customer Experience Officer role. Highlight your experience in customer journey design and any relevant skills that match the job description. We want to see how you can bring value to our team!
Showcase Your Achievements: Don’t just list your responsibilities; share specific achievements that demonstrate your impact in previous roles. Use metrics where possible, like improvements in CSAT or NPS scores, to show us how you've made a difference in customer experience.
Be Authentic: Let your personality shine through in your application. We appreciate genuine candidates who are passionate about customer advocacy and improving user experiences. Share your story and what drives you in this field!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and ensure it reaches the right people. Don’t miss out!
How to prepare for a job interview at OnHires
✨Know the Company Inside Out
Before your interview, make sure to research the company thoroughly. Understand their products, services, and the specific challenges they face in the crypto and FX industries. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Customer Journey Expertise
Be prepared to discuss your experience in designing customer journeys. Bring examples of past projects where you've successfully improved customer satisfaction or retention. Highlight your analytical skills and how you've used data to drive decisions in previous roles.
✨Prepare for Cross-Functional Scenarios
Since this role involves collaboration with various teams, think of examples where you've worked cross-functionally. Be ready to explain how you navigated different departmental priorities to advocate for customer needs and improve the overall experience.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions that demonstrate your understanding of the role and the company. Inquire about their current customer experience strategies or how they measure success in customer satisfaction. This shows you're thinking critically about how you can contribute.
