Money corp
Location
Zig Zag Building Floor 5 70 Victoria Street, London
Benefits
Pulled from the full job description
- Private medical insurance
Full job description
Who We Are
Moneycorp is a thriving dynamic business with an excellent reputation helping Corporate and Private Clients with their FX and International Payments requirements for over 40 years. As a globally expanding business, our footprint covers UK & Ireland, Europe, USA, Canada, Hong Kong, UAE, and Brazil!
With our extremely rare single IBAN multi-currency account, we are able to assist with a variety of different payment needs, including business payment solutions, personal payments abroad (for example buying a property), travel money, as well as the ability to offer interest on deposits. Supplementing this, we also support the global supply chain of wholesale banknotes through our Financial Institutions Group (FIG) and partnership with the US Federal Reserve Bank, to build deeper payment relationships with international banking customers.
It is through obtaining our own banking and payment licenses, the acquisition of two banking platforms and access to 16+ liquidity providers that we are able to proposition a trailblazing FinTech payment infrastructure that simplifies our customer’s diverse business needs and reduce their costs. There is no doubt that we are a major player and differentiated ourselves in a continuously evolving and competitive industry.
With 500+ employees, Moneycorp prides itself in attracting some of the world’s top talent and the people who work at Moneycorp are truly behind its continued success. As Moneycorp continues to expand into new territories, there are considerable opportunities for growth for newcomers and the learning possibilities are endless. We welcome you to be part of a team which has a passion for the business, all within a collaborative and supportive working environment that has ultimately translated to a unique exciting business. To find out more about our journey click here.
Your Next Challenge
Moneycorp is seeking a proactive and detail-oriented Customer Experience Executive to support our Group Head of Customer Experience. The ideal candidate will have a strong background in customer service and customer experience, a passion for enhancing customer satisfaction and loyalty, and the ability to assist in implementing strategic initiatives that improve the overall customer journey and experience. This role will involve gathering and analysing customer feedback, supporting the development of customer insights, and collaborating with cross-functional teams to ensure a seamless customer experience.
Key Accountabilities
Strategy and Insights Development
- Client Insights Strategy Development Support the Group Head of Customer Experience in developing and implementing a comprehensive client insights strategy that aligns with the company’s goals and objectives.
- Customer Feedback Analysis Utilise tools like Qualtrics to capture and analyse customer feedback. Identify trends, pain points, and opportunities for improvement.
- Customer Analytics Assist in conducting customer analytics to identify trends and behaviours that drive customer relationships. Inform business strategies based on key data analytics and customer insights.
- Net Promoter Score (NPS) Management Support the implementation and monitoring of NPS. Measure customer loyalty and satisfaction and provide actionable insights for improvement.
Operational Excellence and Continuous Improvement
- Maintain Analytics Systems Help maintain analytics systems to monitor customer behaviour. Calculate customer lifetime value and provide actionable insights.
- Customer Journey Mapping Assist in mapping the customer journey to understand and enhance the customer lifecycle. Identify key touchpoints and areas for improvement.
- Implement KPIs Help implement and monitor key performance indicators (KPIs) to measure the effectiveness of customer insights initiatives.
- Continuous Improvement Stay informed about industry best practices and emerging trends in customer experience. Drive continuous improvement efforts.
Collaboration and Customer Advocacy
- Collaboration with Data Teams Partner with data teams to extract and analyse customer insights across company systems.
- Cross-Functional Collaboration Work closely with cross functional teams. Ensure a seamless and consistent customer experience across all touchpoints.
- Voice of Customer Representation Act as the voice of the customer within the organisation. Ensure that customer needs and perspectives are considered in decision-making processes.
Skills, qualifications and experience relevant to the role
- Proven experience in a customer service/experience or customer insight’s role.
- Strong analytical skills and the ability to interpret customer data and feedback systems.
- Experience with customer insights management tools, and analytics and reporting.
- Innovative mindset with the ability to leverage new technologies and methodologies for capturing customer feedback.
- Excellent communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels.
- Strategic thinking and problem-solving abilities.
- Passion for delivering exceptional customer insights and a deep understanding of customer needs and expectations.
Knowledge and Experience:
- Hands-on Expertise in Customer Feedback Tools: Proficient in using tools like Qualtrics to capture, manage, and analyse customer feedback, identifying trends, pain points, and opportunities for improvement.
- Data Analysis and Reporting: Strong ability to manipulate data in Excel, apply formulas, and generate insightful analysis and cohesive reports to inform business strategies and enhance customer experience.
- Customer Journey Mapping: Skilled in mapping the customer journey, identifying key touchpoints, and areas for improvement to ensure a seamless and consistent customer experience.
- Customer Analytics: Proven ability to conduct customer analytics, providing actionable recommendations to drive performance improvements and enhance customer satisfaction and loyalty.
- Experience with CRM and Analytics Tools: Experienced with CRM systems and analytics tools, leveraging these platforms to monitor customer behaviour and provide actionable insights.
- Net Promoter Score (NPS) Management: Knowledgeable in implementing and monitoring NPS to measure customer loyalty and satisfaction and provide actionable insights for improvement.
- Innovative Feedback Collection: Innovative mindset with the ability to leverage new technologies and methodologies for capturing customer feedback and enhancing the overall customer experience.
- Communication and Interpersonal Skills: Excellent communication and interpersonal skills, with the ability to build relationships and influence stakeholders at all levels.
- Strategic Thinking and Problem-Solving: Strong strategic thinking and problem-solving abilities, with a passion for delivering exceptional customer insights and a deep understanding of customer needs and expectations.
Personal Attributes:
- A flexible, proactive approach to your work and the ability to handle a wide range of stakeholders
- Willingness to learn new skills and develop
- Exemplary interpersonal skills and persuasive by nature
- Equal parts creative and detail-oriented
- Drive, determination and an appetite for hard work
- Able to focus clearly on the bigger picture
- Must have personal drive and ability to take the initiative
- Proactive and tenacious
- Team player
The successful candidate will be part of a dynamic team and work in a fast-paced environment, catering to a diverse mix of stakeholders with varying needs. Therefore, the ideal candidate should be a self-starter, as there is an opportunity to make an immediate and tangible contribution to the business.
Please note: This is a full time, permanent position with an opportunity to work hybrid within the Marketing team based in our London office.
What you get in return:
This role offers a competitive salary, plus a benefits package including private medical health insurance.
Interested?
If the role sounds like you, we invite you to upload a copy of your CV and can do this by clicking on the Apply Now button.
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Diversity and Inclusion
Moneycorp is proud to be an Equal Opportunity employer. Across our Group, Moneycorp maintains a philosophy that an inclusive company culture inspires creativity, fosters a sense of belonging, and is imperative to both personal and professional growth. With a makeup of 47 percent female employees, Moneycorp has a remarkably diverse workforce. Our commitment to inclusion and opportunity continues to evolve and improve as we listen and engage with our diverse teams.
All qualified applicants will receive consideration for employment without regard to age, colour, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, political affiliation, status as an individual with a physical or mental disability status as an individual with a protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
Moneycorp believes that diversity is critical to our success in helping Corporate and Private Clients with their FX and International Payments requirements across the world and is committed to creating an inclusive, mutually respectful environment which celebrates diversity. We hire on the basis of talent, merit, competence, performance, and business needs.
