Customer Experience AI & Data Manager Lead
You will turn customer feedback and operational data into business improvements, identify customer pain points, reduce customer contacts through automation and self-service, optimise Forethought AI, build dashboards, manage knowledge bases, lead VIP support, and partner across functions to improve the customer journey.
Responsibilities
- Own the Voice of the Customer programme
- Identify customer pain points using support data, feedback, CSAT, and operational metrics
- Drive initiatives that reduce customer contacts through product improvements, automation, and self-service
- Optimise Forethought AI performance
- Build dashboards and provide actionable insights
- Own the Help Centre and internal knowledge base
- Lead the White Glove VIP Support Programme
- Manage the VIP Relationship Specialist
- Partner with Product, Engineering, Customer Support, and other teams to improve the customer journey
Requirements
- 3+ years of experience in customer experience, customer operations, service improvement, or customer support analytics
- Experience with Zendesk or similar customer support platforms
- Experience with AI-powered support tools such as Forethought
- Strong analytical skills and experience with BI tools such as Metabase, Looker, or Tableau
- Experience building dashboards and presenting insights to stakeholders
- Strong stakeholder management and cross-functional collaboration skills
- Excellent communication skills
- Experience in fintech, crypto, or payments is a plus
- SQL knowledge is a plus
- Familiarity with KYC, fraud, AML, or regulated customer operations is a plus
Benefits
- 22 days annual leave plus 6 company days and bank holidays
- Comprehensive health insurance
- Maternity and paternity leave support
- Flexible work schedule
- Remote work options
- Modern offices and co-working spaces
- Working equipment