Customer Experience Manager
EXANTE, Kazakhstan

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

• 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

Job Rewards and Benefits