ABOUT THE COMPANY
EXANTE is a wealthtech company that provides centralised trading solutions and B2B financial infrastructure that helps create value through technology.
Our proprietary trading platform enables direct market access to a wide range of financial instruments including stocks, ETFs, bonds, futures, options and more from a single multi-currency account.
With over 600 employees and a decade in the market, EXANTE’s presence extends across over 10 locations, including but not limited to the UK, Cyprus, Malta and Hong Kong.
We're growing 70% year-on-year and hiring globally day-by-day. Learn more about the EXANTE corporate culture and company benefits: https://careers-stage.exante.eu/about/
THE ROLE
Responsibilities
- Creating from zero the following:
- CJM / Customer Journey Map
- NPS / Net Promoter Score
- CSAT / Customer SATisfaction Index
- Customer surveys / customer satisfaction monitoring
- Create a robust quality framework to monitor customer satisfaction;
- Interview clients by phone/online/face-to-face;
- Drive continual improvement of customer satisfaction scores;
- Proactively analyze customer insight / voice of the customer feedback to drive improvements and prioritize plans;
- Support and lead the culture change required to embed these new ways of working;
- Challenge the status quo, hold colleagues and delivery service providers to account where evidence of customer service under performance or opportunities for improvement are identified;
- Where service falls below the expected standard, act as the central escalation point to resolve any outstanding activity within your region, undertaking in-depth analysis of service, identify key learning points, clear actions and agree next steps;
- Analyze market and competitor intelligence, creating recommendations to continuously improve customer service and experience;
- Own the process for maximizing the utilization and effectiveness of the customer welfare vehicles; identify vulnerable customers effected by our work and ensure the regional team are implementing the required supportive measures;
- Contribute to adjusting UX of key client's touch points with Exante: registration process, funding/withdrawals requests, account reporting, etc.
Requirements
- Experience of working in the finances/investments industry is a must;
- A leader who can deliver through others able to work across a matrix organization and able to build brilliant stakeholder relationships that deliver results;
- Good knowledge of customer-centric methodologies, approach, tools and templates;
- Commercially results oriented. Exante products are regulated financial products in a highly competitive and fast-moving market;
- Tireless and results driven mentality, able to continually critique and optimize performance with a positive mind-set;
- Credible and able to present and work to stakeholders, with excellent presentation skills (written and verbal) that simplify the complex and gain support for bold plans;
- Ability to decipher data, and make decisions supported by this analysis.
Benefits
- Excellent career growth opportunity
- A chance to work in a trend-setting international financial technologies company
- Competitive remuneration package
- Extra medical insurance and co-financed professional development program after probation period
- Free lunch and snacks in the corporate offices