Customer Experience Manager

Location: Poland Who we are We are a global wealth-tech company powering the next generation of trading. We deliver cutting-edge centralised trading solutions and robust B2B financial infrastructure. Our proprietary trading platform offers clients seamless access to stocks, ETFs, bonds, futures, options, swaps, funds, and currency pairs- all within a single, multi-currency account. We believe in the boundless flow of capital and information. Whilst developing EXANTE, we saw technology as a means to improve global connectivity of the financial services industry. Over the years, we have earned a reputation for providing superior service and for getting the results our clients and customers want. Most importantly, people have come to know us for our technological insights and focus on privacy. Our inspiration stems from the talent and ambition of our clients. We are offering an ecosystem of financial products and services that would provide the most tailored assistance to traders. Our culture Everything at EXANTE starts with our people. We bring together almost 800 minds across 70 locations. We place trust in our team with real autonomy - the freedom to drive change across products, processes and everything in between. That trust fuels innovation, and the demands of the markets build resilience; we adapt, push forward, and we look after each other while we do it. That freedom is matched by real investment in growth: we back our people with ongoing learning, hands-on development and the kind of stretch opportunities that turn good careers into great ones. About The Role As Exante’s Customer Experience Manager, you’ll be at the heart of our commitment to customer-centricity. You will proactively champion service excellence across all teams, act as the voice of the customer, and spearhead initiatives that elevate satisfaction and loyalty. Reporting Line - Marketing Director Worksite : Remote Responsibilities Represent the customer voice Define and maintain Ideal Customer Profiles (ICPs) across client segments, mapping key pain points, needs, and expectations. Bring customer and market perspectives into internal discussions to prioritize projects that solve real problems and deliver actionable wins. Connect with stakeholders across the business to turn competitor and customer insights into action. Track and boost satisfaction Build a framework to track core satisfaction metrics (CSAT, NPS, CES). Design and execute ongoing and ad-hoc client surveys, pulse checks, and feedback loops. Analyse feedback and market metrics to spot trends, perform cost/benefit analysis, fix issues, and drive satisfaction higher. Build a customer-first culture Lead initiatives that put the customer at the centre of how we work. Challenge the status quo and keep teams accountable for service quality. Analyse root causes, define corrective actions, and coordinate the steps needed to resolve complex cases. Competitor insights & market research Conduct ongoing monitoring of the competitor landscape, tracking competitors' business activities, product features, and marketing campaigns. Execute ghost customer analysis to evaluate competitor user journeys and service standards. Perform cost/benefit analysis on strategic initiatives to recommend specific improvements that optimize our customer experience. CJM & touchpoint optimization Own end-to-end Customer Journey Maps (CJMs) tailored to distinct client segments. Build and maintain CJM satisfaction maps to pinpoint friction points, resolve systemic pain points, and scale key delight drivers. Work with cross-functional teams to refine critical interactions across the CJM: registration, funding, withdrawals, and reporting. Qualifications Leadership and collaboration You influence teams and deliver actionable wins in a complex organisation. You build strong relationships and manage stakeholders effectively. Customer & competitor focus You know how to manage ICPs, optimize CJMs, and translate competitor insights into strategic advantages. Commercial mindset You leverage cost/benefit analysis and have a track record of driving results in competitive, regulated financial markets. Analytical & research-driven You use CJM satisfaction mapping, quantitative feedback, ghost customer analysis, and competitor monitoring to make decisive recommendations. Communication You communicate complex concepts clearly. Industry Experience (Preferred) Background in finance or investment services. Personality / Mindset Integrity & loyalty Team player with advanced communication and collaboration skills A hands-on, can-do attitude - always looking for solutions and thinking out of the box Overachiever mentality Capability to work and succeed in the fast pace and ever-changing environment We Offer Competitive salary that reflects your experience and the value you bring. Flexibility that fits your life — work from home, from our office, or a mix of both. You decide what works best. Flexible benefits package — choose the options that suit your life, not a one-size-fits-all bundle. A genuinely good place to work — an informal, collaborative culture where ideas are heard and bureaucracy stays out of your way. Continuous learning — ongoing training, education programs, and the support to deepen your expertise in a fast-moving industry. Connection beyond your desk — events that bring our teams together to network and celebrate. Global exposure — work side by side with talented colleagues from all over the world, across a business serving clients in 100+ countries. EXANTE is a global prime broker backed by proprietary technology and dedicated service. All regulated group companies and fully controlled affiliates and subsidiaries are committed to compliance with data protection laws, including the GDPR. We process personal data in line with the GDPR principles of fairness, purpose limitation, transparency, data minimisation, storage limitation and deletion, accuracy, confidentiality and integrity, and accountability. We rely on legitimate interests to assess and manage your application, after determining that our interests are not overridden by your rights and interests. You have the rights of access, rectification, data portability, erasure, restriction of processing, and objection to processing. To exercise your rights or contact our Data Protection Officer, please see our GDPR policy at https://exante.eu/gdpr/. We retain recruitment data only for as long as necessary for the purposes described above, after which it will be securely deleted unless we are required to keep it longer to comply with law or you consent to a longer retention. Where personal data is transferred outside the EEA, it will be protected to a standard at least equivalent to that sought by the GDPR. Personal data is safeguarded by technical and organisational measures that are reviewed and updated regularly. This website is not intended for individuals under 18 and we do not knowingly collect data relating to children.