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Senior Customer Experience Manager



Customer Service
London, UK
Posted on Friday, February 2, 2024
What is Flagstone?

Flagstone is many things. An online savings platform, reinventing how individuals, businesses, and charities manage, protect, and grow their cash. A diverse group of people, bound by a collaborative spirit, and shared purpose. And lastly, a thriving, profitable business – where smart people do their best work.

Each definition shares a common thread: our unique culture. It's our pride and joy. And our competitive advantage.

A feel for our culture:

To revolutionise the savings market, we need to be at our best. But high performance takes more than talent – it takes a culture of kindness, respect, and growth.

That's why we're building a diverse, inclusive community, where your voice is heard and valued. Where, with close support and room to develop, you can surpass even your own expectations. And be rewarded for it.

We may not change the world, but we can change the world of financial technology. And all it takes is a winning mix of drive, talent, and empathy. Our culture celebrates all three.

But enough about us. Let's talk about you.

Does this sound like you?

A dynamic leader with a proven track record in leading high performing customer focussed operations teams, fostering a culture of excellence and collaboration to deliver exceptional experiences across every touchpoint. You're proficient in driving the development and execution of support strategies that elevate customer satisfaction and loyalty. You're passionate about aligning teams towards achieving strategic outcomes, and excited about bringing together the complimentary disciplines of onboarding due diligence and customer service to deliver a seamless customer journey.

What you'll do:

As a Senior Customer Experience Manager, you'll be responsible for setting the strategy and action plans that establish a scalable operating model and compliant methodology that assures the delivery of customer due diligence and ongoing customer support. You'll be accountable for all non-sales related contact into Flagstone, owning the associated performance by channel and partner, and overseeing daily service operations including performance and regulatory service levels. As a leader and mentor for a team of managers and executives, it is a key responsibility of this role to create a culture of customer excellence. A dual commitment to the delivery of business results while inspiring and developing high performing teams is essential for these unique customer facing teams.

What you'll bring:

  • Proven track record in overseeing and optimising customer experience operations within Fintech/regulated organisations, demonstrating a hands-on approach in managing teams of managers for a period exceeding 5 years.
  • Extensive expertise in new customer onboarding, as well as comprehensive knowledge of KYC (Know Your Customer) and AML (Anti-Money Laundering) processes and policies, showcasing a commitment to compliance and regulatory standards.
  • Demonstrated success in navigating and thriving within agile and fast-paced environments, particularly in the context of scale-up organisations, while leading and coordinating teams exceeding 50 members.
  • Strong leadership and mentorship skills, with the ability to inspire and develop high-performing teams.
  • Proven capability to engage, inspire, and influence customer-facing teams and managers, fostering a positive customer-centric culture.
  • Exceptional communication skills, proficient in conveying customer quality values throughout the organisation.

How we reward you:

At Flagstone, the benefits extend beyond false gifts like "fruit and snacks". Instead, we invest in your health, wealth, and professional development. Here's a selection of our benefits:

  • Private healthcare
  • Life insurance (four times your annual salary)
  • Dental/optical care
  • Matched pension contributions (5%)
  • Income protection
  • Around the World in 90 days (remote working)
  • £1,000 annual learning bursary
  • 25 days holiday (plus bank holidays)
  • Remote working kit
  • Employee share scheme
  • 25 days holiday (plus bank holidays)
  • Additional 3 days community and charity leave each year.
  • Quarterly half days for Wellness leave
  • Flexible bank holidays
  • Gym discount

All are welcome.

At Flagstone, we're assembling a diverse team that defies our industry's norms. Think this role could suit you? We encourage you to apply, no matter your background.