Our client is a fast-growing FinTech start-up revolutionising personal lending with smart, customer-first financial solutions. As they scale, they are looking for a Customer Experience Manager to ensure they deliver an exceptional customer experience at every touchpoint. This fast-growing and purpose-driven FinTech is transforming the industry, the company has expanded rapidly, growing from a team of 12 last year to 40 today.
With a strong focus on customer experience, their commitment to excellence is reflected in one of the highest in the financial services industry. As they prepare to expand into the New Zealand market, they are looking for a passionate and driven Client Experience Manager to lead their growing team.
About the Role
This role calls for a customer experience leader who is passionate about personalized, empathetic interactions, ensuring that every customer feels heard and valued. You will champion a customer-first approach, equipping the team with the skills to provide tailored support.
With a strong innovation mindset, you will continuously refine processes to enhance the overall experience. You will also be adept at analysing NPS data, identifying trends and developing strategic improvements.
Your role will involve:
- Managing and supporting the Client Experience team to deliver an exceptional client journey.
- Acting as the primary point of escalation for client concerns, ensuring efficient and compassionate resolution.
- Overseeing daily pipeline management and ensuring service levels are met.
- Identifying opportunities to improve workflows, tools, and processes to enhance efficiency and client outcomes.
- Working closely with internal teams to ensure a seamless client experience.
- Tracking key performance metrics and implementing strategies for continuous improvement.
About You
You are an experienced customer experience professional with a strong background in leading and developing teams. You are passionate about delivering exceptional client experiences and have a track record of improving service operations in a high-growth environment. You are empathetic, solutions-focused, and thrive in a fast-moving business.
To be successful in this role, you will have:
- At least 5+ years of customer experience with a proven track record in managing a small team.
- Experience working in high-growth, fast-paced environments, ideally within financial services, FinTech, or legal services.
- A client-first mindset, with a passion for delivering best-in-class service.
- Strong leadership skills, with the ability to mentor, develop, and inspire a team.
- Exceptional problem-solving abilities and a proactive approach to process improvement.
- Strong communication and stakeholder management skills, with the ability to work across teams.
- A data-driven mindset, using insights to enhance client experience and operational efficiency.
Key Benefits
- Join a high-growth FinTech that is reshaping access to justice in Australia.
- Opportunity to make a real impact by supporting individuals through challenging legal situations.
- Career growth and leadership development in a rapidly expanding business.
- Competitive salary + share options as part of an early-stage, high-impact organisation.
- Five weeks of leave per year to support work-life balance.
- Sydney CBD office-based role with a dynamic and collaborative team culture.
