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- Tasks: Lead teams to resolve fraud and complaints while enhancing customer satisfaction.
- Company: Join Snap Finance UK, an award-winning FinTech revolutionising consumer retail finance.
- Benefits: Enjoy competitive pay, hybrid working, private healthcare, and gym discounts.
- Why this job: Be part of a supportive culture that values innovation and customer trust.
- Qualifications: Experience in financial services with strong leadership and analytical skills required.
- Other info: Work in a dynamic environment with opportunities for professional growth.
The predicted salary is between 36000 - 60000 £ per year.
JOIN A DYNAMIC TEAM THAT\’S DRIVEN TO CREATE THE IMPOSSIBLE AND MAKE THINGS HAPPEN! We’re looking for a decisive, customer-focused Customer Experience & Outcomes Manager to turn complex fraud, dispute, and complaint cases into clear, fair, and timely resolutions. You’ll lead teams to deliver outcomes that balance customer satisfaction with regulatory compliance, while driving continuous improvement across processes. Working cross-functionally, you’ll ensure initiatives are delivered on time, within budget, and with measurable impact on both operational performance and customer trust. Who are we and what do we do? Snap Finance UK is a rapidly growing FinTech company focused on digital disruption and inclusivity in the financial services industry. Snap’s proprietary technology platform and decisioning algorithms are changing the face and pace of consumer retail finance. Our use of technology has been recognised and Snap has recently been awarded the UK\’s Best Use of Technology in Consumer Lending at the Credit Awards 2024. Snap has a strong, supportive culture and is dedicated to its customers, retail partners, and its people who are at the heart of our business. Snap Finance UK was established in 2017 and is based in Milton Keynes, with the backing of its parent company, founded in the United States in 2012. Check out our careers page here: Reporting to: Head of Operations Location: Crownhill, Milton Keynes / Hybrid Working (3 days a week in office) Hours: Monday – Friday – 37.5 hours a week. Salary: £competitive Your key responsibilities will include: Support the Head of Operations by leading the day-to-day management of fraud, disputes, and complaints teams, ensuring efficient, fair, and consistent customer outcomes. Translate operational complexity into clear strategies that enhance customer experience and trust across key resolution areas. Drive continuous improvement by identifying root causes and implementing process and service enhancements based on data and customer insights. Ensure all activities comply with regulatory requirements, internal policies, and risk management standards. Collaborate with stakeholders across compliance, risk, customer insights, and technology to improve operational effectiveness and customer journeys. Monitor performance metrics and report on customer satisfaction, resolution quality, and operational efficiency to the Head of Operations. Manage escalations and sensitive cases, ensuring appropriate action and senior visibility where required. Deliver key initiatives and improvements on time, within budget, and aligned to business and customer objectives. What we’re looking for: Proven experience leading operational teams in a regulated financial services or fintech environment. Strong knowledge of fraud, disputes, and complaints handling, with a focus on fair customer outcomes. Understanding of regulatory requirements (e.g. FCA, FOS, consumer duty) and risk management. Track record of driving operational improvements using data, customer insights, and root cause analysis. Strong stakeholder management and communication skills, including reporting to senior leadership. Experience working cross-functionally with compliance, risk, tech, and customer insight teams. People leadership experience with the ability to build, coach, and motivate high-performing teams. Analytical thinking and use of data to drive decisions and improvements What’s in it for you? Joining Snap Finance means becoming part of a forward-thinking, ambitious, and supportive team. We offer: Competitive salary and opportunities for professional growth. Flexible hybrid working arrangements to balance your work and personal life. Access to our comprehensive benefits package, including private healthcare, discounted gym memberships, and more. A collaborative and innovative work environment where your ideas and contributions make a real difference. If you feel as though you meet our requirements and are looking for your next challenge, then simply press ‘APPLY’ and upload your up-to-date CV and cover letter for the position. Snap Finance is required to comply with UK Government standards when carrying out pre-employment checks for all new starters; this includes a basic criminal record and credit check. Due to the high volume of applications, if you do not hear from us within 15 days then take it that on this occasion you have not been successful.41bf1e1f-b16b-4260-a40a-17c77a06fd15
Customer Experience & Outcomes Manager employer: Snap Finance UK
Contact Detail:
Snap Finance UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience & Outcomes Manager
✨Tip Number 1
Familiarise yourself with the latest regulatory requirements in the financial services sector, especially those related to fraud and complaints handling. This knowledge will not only help you in interviews but also demonstrate your commitment to compliance and customer outcomes.
✨Tip Number 2
Showcase your experience in leading operational teams by preparing specific examples of how you've driven improvements in customer satisfaction and operational efficiency. Be ready to discuss these during your conversations with us.
✨Tip Number 3
Network with professionals in the fintech space, particularly those who have experience in customer experience management. Engaging with industry peers can provide insights and potentially valuable connections that may help you stand out.
✨Tip Number 4
Prepare to discuss how you would approach cross-functional collaboration. Think about past experiences where you've worked with compliance, risk, or tech teams, and be ready to share how you navigated challenges to achieve successful outcomes.
We think you need these skills to ace Customer Experience & Outcomes Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer experience management, particularly in fraud, disputes, and complaints handling. Use specific examples that demonstrate your ability to lead teams and drive operational improvements.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer satisfaction and regulatory compliance. Mention how your skills align with the responsibilities outlined in the job description, and provide examples of past successes in similar roles.
Highlight Analytical Skills: Since the role requires analytical thinking and data-driven decision-making, emphasise your experience with data analysis and how it has led to improved outcomes in previous positions. Be specific about the tools or methodologies you have used.
Showcase Stakeholder Management: Demonstrate your ability to work cross-functionally by providing examples of how you've successfully collaborated with different teams, such as compliance, risk, and technology. This will show that you can effectively manage relationships and drive initiatives forward.
How to prepare for a job interview at Snap Finance UK
✨Understand the Company Culture
Before your interview, take some time to research Snap Finance UK and its culture. Familiarise yourself with their values and mission, as this will help you align your answers with what they are looking for in a candidate.
✨Showcase Your Experience with Customer Outcomes
Be prepared to discuss specific examples from your past roles where you successfully managed customer disputes or complaints. Highlight how you balanced customer satisfaction with regulatory compliance, as this is crucial for the role.
✨Demonstrate Analytical Skills
Since the role requires driving operational improvements using data, come equipped with examples of how you've used data analysis to identify root causes and implement effective solutions in previous positions.
✨Prepare for Cross-Functional Collaboration Questions
Expect questions about your experience working with different teams, such as compliance, risk, and technology. Be ready to share how you’ve successfully collaborated across functions to enhance customer journeys and operational effectiveness.
