Customer Experience Manager

Overview

In this role you own the customer experience across Moneyfarm UK, Willis Owen and Profile Pensions. You lead end-to-end complaints handling, drive proactive identification, and turn root cause insights into lasting change. You act as the voice of the customer in product and change forums and oversee regulatory disclosures and vulnerable customer standards. You will collaborate with senior leaders to embed customer outcomes into decisions and leverage AI to sharpen CX. This is a strategic, impact‑driven role in a fast‑growing fintech with a customer‑first culture.

Responsibilities

• Own end-to-end complaints handling for three UK propositions within DISP timescales
• Improve early complaint identification to close the gap between dissatisfaction and formal complaints
• Lead root cause analysis and implement change with clear ownership and timelines
• Own the vulnerable customer standard and evidence its application in records and reporting
• Manage voice of the customer across Trustpilot, Google, App Store reviews, surveys, and analysis; report to Exco
• Represent customer impact in product, change, and launch discussions with pre-launch customer impact views
• Oversee complaints MI, regulatory reporting, and Consumer Duty outcomes monitoring; contribute to the annual board report
• Manage Financial Ombudsman Service referrals including files, submissions, and lessons learned
• Line manage the Complaints Coordinator and ensure quality across the team
• Ensure compliance with FCA rules, DISP, Consumer Duty, Conduct Rules, AML/KYC, and data protection; collaborate with legal on escalations
• Adhere to Health and Safety at Work Act 1974 and internal policies

Key requirements

• Proven experience handling regulated financial services complaints end to end with final responses and redress
• Working knowledge of DISP, FOS processes, and Consumer Duty as they apply to retail investments or pensions
• Experience in wealth management, investment platforms or pensions (ISAs, pension transfers, drawdown)
• Experience of complaints in multi-entity or multi-brand groups
• Demonstrable root cause analysis leading to systemic fixes
• Experience with FCA vulnerable customer expectations and evidence in case files
• Strong written English; ability to produce final response letters and regulatory submissions
• Credibility and independence to challenge senior colleagues on outcomes
• Proficiency with a CRM or case management system and deriving MI from it
• Willingness to embrace AI to enhance CX

• Analytical mindset
• Strong written and verbal communication
• Stakeholder management
• CRM or case management system
• Data reporting and management information (MI)
• Root cause analysis methods

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