Customer Experience Manager, Zopa

• You are passionate about our customers and are driven to bring their voice to all aspects of the organisation
• You inspire your team and others around you to always put the customer first and find ways of bettering daily interactions with Zopa products and services
• You have a proven ability to drive action in the face of conflicting priorities across teams, leading on difficult conversations and using data to prioritise and ensure continuous improvement
• You are a collaborative, trusted manager who is confident working in a cross-functional roll that interacts with product teams, data analysts, and operations stakeholders
• You drive and support people, motivating others with your approach and providing mentorship and support when needed
• You are self-motivated and organised, able to balance several ongoing BAU and team management tasks to support your function
• You have strong presentation skills and stakeholder communication
• You help drive goals, objectives and key results setting for the team
• You regularly give and receive feedback, recognising and using it as an opportunity to grow professionally

• As the Customer Experience Manager, you’ll play a vital role in ensuring we are providing good customer outcomes and achieving high CSAT scores by driving improvement across our products, processes, and customer contact
• You will be the voice of Customer Experience at Zopa, ensuring the customer voice reaches all corners of our decision making and remains a core focus of the business
• Understand our customers and their pain points: You will complete monthly analysis of customer feedback, NPS and public reviews across multiple sources and identify root causes of issues
• These detractors can then be used to complete data-driven prioritisation and provide focus to teams to improve our products, processes, and customer services across Zopa
• Drive meaningful change with Product Teams & Operations: You will work closely with Product and Operational teams, driving understanding of top detractor themes and gaining buy-in for action to be taken to improve our products, processes, and agent performance
• You will conduct review structures such as monthly product forums and be a key presenter in the Ops Governance Days, bringing the customer voice to improvement discussions
• You work with our Leadership Team to identify key detractor areas that need support to drive change
• Manage a team of Customer Journey Review agents: You will be managing a small team that conduct ongoing and ad-hoc customer journey reviews which are presented to affected Product/Ops areas to bring the customer to life and drive immediate intervention to unresolved journeys
• Work as a cross-team ambassador, liaising between Product & Ops teams: From presenting customer experience forums to building call snip packs for the Leadership Team, you will be a cross-functional advocate of providing good customer outcomes and being the voice of the customer within the business

Total funding: $963.6m

Zopa has been a pioneering force in the world of finance since 2005, lending out billions in personal loans since its inception, before the launch of its bank in 2020. Its depth of lending experience makes it a digital bank with a difference - offering all the benefits customers have come to expect from a challenger bank, but backed up by 16 years of know how.