At a Glance
- Tasks: Lead customer experience initiatives and transform feedback into actionable insights.
- Company: Teciem, a pioneering financial software solutions provider with a diverse culture.
- Benefits: Inclusive workplace, career growth opportunities, and a chance to shape the future of finance.
- Other info: Join a dynamic team committed to innovation and diversity.
- Why this job: Be the voice of the customer and drive meaningful change in financial technology.
- Qualifications: Experience in customer experience management and strong communication skills.
The predicted salary is between 63000 - 77000 £ per year.
Teciem designs, builds, and delivers treasury and capital markets software solutions for financial institutions worldwide. We serve banks of every size and geography, offering the right setup for the right need. Our solutions are designed to replace multiple disconnected systems with one complete, front-to-back platform, helping customers to capture trading and business opportunities quickly, clearly and with control. We cover the entire trading lifecycle, ensuring that everything - from execution to position keeping, to risk management – runs smoothly.
With decades of experience and one of the largest, most diverse client bases in the industry, we turn deep industry knowledge into software that covers most asset classes, meets complex real-world treasury and capital market's needs, and adapts as markets evolve.
Teciem is a financial software solutions provider. Treasury and capital markets run through our name, our heritage and our DNA. Through strategic acquisitions and continuous innovation, our people and products have pioneered financial software solutions as part of Misys and Thomson Reuters and most recently leveraged scale as the Treasury and Capital Markets business within Finastra. Now with our new name, increased ambition and a new strategy we are in a phase of accelerated growth, innovation and transformation with a culture infused by transparency, accountability, performance orientation, our customer mindset and our people.
Teciem is building a new Customer organisation under the Chief Customer Officer, with clear accountability for customer health, retention and lifecycle outcomes. This role makes sure Teciem listens to its customers, acts on what it hears, and turns satisfied customers into active advocates, while handling escalations in a way that protects and rebuilds trust.
Role purpose
Own the voice of the customer and the customer experience across Teciem, so that feedback drives action, escalations are resolved with confidence, and customers become advocates for Teciem.
Core accountabilities
- Own Voice of Customer governance and the closed loop from feedback to action
- Own the NPS programme: design, governance, follow-up and reporting
- Own the Client Advisory Board framework: structure, objectives, agenda and outcomes
- Build and run the advocacy programme, growing referenceable customers
- Build community management and digital engagement across the customer base
Key Responsibilities
- Define and maintain the Customer Journey as a cross function framework that improves CX
- Turn feedback into structured, actionable insight and themes for Product, Delivery and Sales
- Ensure insight-to-action accountability, with actions tracked to closure
- Run relationship and transactional NPS with clear governance and survey design
- Ensure closed-loop follow-up with detractors and passives within agreed timeframes
- Own the CAB framework: membership, objectives, agenda and outcomes
- Build a pipeline of referenceable customers, using health, NPS and value signals to identify candidates
- Develop digital engagement channels that let customers learn, connect and share with each other and with Teciem
Success metrics:
- Gross Revenue Retention (GRR)
- NPS trend and response rate
- Closed-loop follow-up rate within agreed timeframes
- Number of active referenceable customers
- CAB engagement and outcomes delivered
Purpose – Why we exist
We empower financial institutions to build resilient and future-ready economies, worldwide.
Vision – What the future holds
To lead innovation in treasury and capital markets technology, building on the solid foundations of our mission-critical and industry-defining solutions.
Mission – How we get there
We place our clients' success and ambitions at our core, continuously evolving and innovating our solutions to deliver outstanding business value and real economic impact.
Diverse Minds, Shared Ambition
At Teciem, we believe that our strength comes from the diversity of our people. Different perspectives, backgrounds, and experiences fuel our innovation and help us build solutions that truly make a difference in the world of financial technology. We’re committed to creating a workplace where everyone feels respected, heard, and empowered to grow.
Head of Customer Experience in London employer: TUK TCMI UK Ltd
Teciem is an exceptional employer that fosters a collaborative and innovative work culture, making it an ideal place for professionals seeking to excel in their careers. With a focus on employee growth and development, you will have access to comprehensive training and mentorship opportunities while working in a dynamic, PE-backed multinational environment. The company's commitment to strong governance and controls ensures that you will be part of a team that values integrity and excellence in financial management.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Experience in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TUK TCMI UK Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like TUK TCMI UK Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Experience in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to TUK TCMI UK Ltd:Your cover letter is your chance to shine! Tell us why you want to work at TUK TCMI UK Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at TUK TCMI UK Ltd!
How to prepare for a job interview at TUK TCMI UK Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
