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- Tasks: Lead initiatives to enhance customer service quality and create effortless experiences.
- Company: Join Zopa, a pioneering fintech redefining banking with a customer-first approach since 2005.
- Benefits: Enjoy flexible working, hybrid options, and the chance to work abroad for up to 120 days a year!
- Other info: Zopa values diversity and offers a supportive culture where everyone can thrive.
- Why this job: Make a real impact in a collaborative team while shaping the future of finance.
- Qualifications: Outcomes-focused, data-driven, and experienced in influencing teams; fintech experience is a plus.
The predicted salary is between 36000 - 60000 £ per year.
Our Story
Hello there. We’re Zopa.
We started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020 and we launched Zopa Bank. A bank that listens to what our customers don’t like about finance and does the opposite. We’re redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre — we’ve built a business that empowers everyone to aim high, every day, to move finance forward. Find out more about our fantastic offerings at Zopa.com !
We’re incredibly proud of our achievements and none of it would be possible without the amazing team here. It’s not just industry awards we’re winning, we’ve also been named in the top three UK’s Most Loved Workplaces.
If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you’ll thrive here at Zopa, so join us, and make it count.Want to see us in action? Follow us on Instagram @zopalife
You’ll be joining the Agent and Customer Excellence Team , a collaborative group at the heart of our operations. Our mission is to equip our customer-facing agents and operational teams with the right tools, processes, and insights to deliver Effortless Experience to customers every time. This role will take you across the business, working cross-functionally with our Product and Operational teams.
What you will do:
- Identify structural ways to improve the quality of service we offer our customers, creating Effortless Experience’s and improving metrics like NPS, CSAT and reducing complaints.
- Understand what the underlying drivers of these metrics are and combining with insight from various other source such as Quality Score, Trust Pilot reviews etc to identify pain points in our customer journey and interaction points.
- Understanding complaint themes across all our products, conducting Root Cause Investigations based on this as well as audit findings or regulatory themes
- Providing insight to other Product and Operational functions.
- Utilising traditional analytics tools (Excel/SQL/Python) as well as leveraging AI driven tools to gain insight
- Then using this insight to create, define and deliver projects cross functionally working with Ops, Tech or Product that lead to an increase in Effortless Experiences.
- This is a high-ownership role with the ability to make a real difference to Zopa and our customers.
About you:
- You\’re outcomes focused – you have a bias for action to ensure we are consistently progressing towards the end goal.
- When you see a blocker to progress, you don’t let that stop you, you enjoy overcoming challenges.
- You have experience influencing teams and senior stakeholders in a complex organisation with many competing priorities.
- You use data to drive your decisions and identify opportunity to improve.
- You care passionately about helping our customers.
- You collaborate with other teams that are affected by projects or decisions and are comfortable working with Senior Stakeholders.
- You help drive goals, objectives and key results setting for the team.
- You’re comfortable combining quantitative and qualitative evidence to drive your decision-making process.
- You keep an eye on the bigger picture, making sure we are always working on the right things at the right times.
- You regularly give and receive feedback, recognising and using it as an opportunity to grow professionally.
- Ideally, you have experience at a Fintech, but this isn’t imperative!
We\’re on the move!
Towards the end of 2025 Zopa will be relocating to a brand-new headquarters at 20 Water Street in Canary Wharf. The 44,000 square foot workspace will foster collaboration and inspire creativity for our 900 employees amidst our 2025 growth blitz.
At Zopa we value flexible ways of working.
We value face-to-face collaboration and a good work-life balance. This hybrid role requires you to come to our London office 2-3 days a week.
You\’ll also have the option of working from abroad for up to 120 days a year!* But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one.
*Subject to having the right to work in the country of choice
Diversity Statement
Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities, have a DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.
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Customer Experience Improvement Manager employer: Zopa Bank Limited
Contact Detail:
Zopa Bank Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Improvement Manager
✨Tip Number 1
Familiarise yourself with Zopa's mission and values. Understanding their commitment to customer experience and how they aim to redefine finance will help you align your approach during interviews and discussions.
✨Tip Number 2
Showcase your analytical skills by preparing examples of how you've used data to drive improvements in customer experience. Be ready to discuss specific metrics like NPS and CSAT, as these are crucial for the role.
✨Tip Number 3
Network with current or former Zopa employees on platforms like LinkedIn. Engaging with them can provide insights into the company culture and expectations, which can be invaluable during your application process.
✨Tip Number 4
Prepare to discuss your experience in cross-functional collaboration. Highlight instances where you've worked with different teams to achieve a common goal, as this is a key aspect of the Customer Experience Improvement Manager role.
We think you need these skills to ace Customer Experience Improvement Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer experience improvement, data analysis, and cross-functional collaboration. Use specific examples that demonstrate your ability to drive results and improve metrics like NPS and CSAT.
Craft a Compelling Cover Letter: In your cover letter, express your passion for enhancing customer experiences and how your skills align with Zopa's mission. Mention any experience you have in fintech or similar industries, and how you can contribute to their goals.
Showcase Analytical Skills: Since the role involves using analytics tools, be sure to mention your proficiency in Excel, SQL, or Python. Provide examples of how you've used data to identify pain points and drive improvements in previous roles.
Demonstrate Cultural Fit: Zopa values diversity and collaboration, so highlight your ability to work with diverse teams and your commitment to fostering an inclusive environment. Share experiences where you've successfully collaborated with others to achieve common goals.
How to prepare for a job interview at Zopa Bank Limited
✨Understand Zopa's Mission
Before your interview, make sure you fully grasp Zopa's mission to redefine finance by putting customers first. Familiarise yourself with their values and how they aim to create an effortless experience for customers. This will help you align your answers with their goals.
✨Showcase Your Analytical Skills
As a Customer Experience Improvement Manager, you'll need to demonstrate your ability to use data to drive decisions. Be prepared to discuss your experience with analytics tools like Excel, SQL, or Python, and provide examples of how you've used data to identify pain points and improve customer experiences.
✨Prepare for Cross-Functional Collaboration
This role involves working with various teams across the organisation. Think of examples from your past where you've successfully collaborated with different departments or influenced senior stakeholders. Highlight your communication skills and ability to navigate complex organisational structures.
✨Emphasise Your Problem-Solving Mindset
Zopa values candidates who can overcome challenges and keep moving towards goals. Prepare to share specific instances where you've identified blockers and how you tackled them. This will showcase your proactive approach and commitment to delivering results.