{"id":1917870,"url":"https://alion.io/job/financial-times-customer-experience-associate-fixed-term-contract","title":"Customer Experience Associate - Fixed term Contract","company":{"id":11348,"name":"Financial Times","domain":"ft.com","url":"https://alion.io/company/financial-times","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":75,"open_postings":7,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":28,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"contractor","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":8500,"max_usd":23000,"period":"year","method":"role_country_seniority_unknown","sample_n":36},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-05T15:58:56Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-28T17:15:24Z","board_verified":true,"closed_at":null,"days_open":23,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":23},"description":"About us\nThe Financial Times is one of the world’s leading news organisations, globally recognised for its authority, integrity and accuracy, with a mission to deliver quality information and services worldwide.\nAt the FT, curiosity thrives and ambitious thinking is rewarded. Here, you’re given the chance to reach millions, create work that matters and deliver impartial journalism in a polarised world.\nIn our warm, collaborative culture, you’ll connect with a diverse community of experts who support your growth, career aspirations and wellbeing.\nYour future at the FT will be filled with opportunities that challenge and inspire you. With no fixed path, you’ll discover new skills and forge a career that can take you anywhere.\nBuild a newsworthy career at the FT.\nOur commitment to diversity, equity and inclusion\nWe believe in the power of unique perspectives and want all voices in our organisation to be heard, respected and valued. A supportive workplace is one where employees feel they can be themselves and operate to their full potential. We are committed to removing barriers for everyone, with a focus on addressing those faced by underrepresented groups.\nThe role \nThe Financial Times is a leading publisher read by 2 million people every day. The global Subscriber Engagement Team is a critical function within the Customer Experience & Lifecycle Marketing team helping to deliver personalised, high-value experiences for trialists and subscribers, whilst ensuring the integration of customer insights across the department to support our continued transformation towards true customer-centricity. In this role you will talk directly to subscribers on a 1:1 level to deliver a personalised, interactive, premium experience that helps them take full advantage of the benefits of their subscription with the FT. You will gain exposure working as part of a global media brand in a growing digital age striving to continuously enhance the FT customer experience. \nKey responsibilities\nEngage FT subscribers at all levels of seniority from a broad range of industries and sectors to inform subscribers of products and services via outbound engagement calls with a customer centric approach. \nHelp FT readers maximise the benefits of their trial and/or subscription, driving conversion rates and building engagement habits, by walking readers through the website and mobile app. Asking probing questions to effectively match their interests to content, tools, features and services available onFT.com.\nProactively develop knowledge of content, tools, features and live events, on all FT platforms. This includes regularly reading and listening to the FT, to understand core content and journalists.\nDemonstrate resilience by having a positive attitude when making outbound calls, being self-motivated and effectively managing call leads on a weekly basis. \nBe adaptable to new and changing outbound campaigns that evolve with the customer lifecycle strategy. \nBe accountable for your individual performance against Key Performance Indicators including contact rates, call acceptance rates, engagement & retention impact. \nInput customer feedback following all outbound calls to support the voice of the customer program. \nEffectively promote and secure appointment bookings for in-depth consultations with FT Specialists. \nRequired skills and experience \nCandidates must have some customer-facing experience e.g. basic sales, cold calls, is desirable\nAbility to build customer rapport, verbally engaging and guiding customers through a digital product in a personalised manner\nLead with curiosity - confidently and skillfully asking questions and demonstrating active listening\nAbility to self-manage time according to regular deadlines\nExcellent verbal and written communication skills\nA passion for customer experience \nEnjoys reading FT content or similar content\nWhat’s in it for you? Our benefits\nOur benefits vary by location but we are committed to providing best-in-class perks across all our offices. These include generous annual leave, medical cover, inclusive parental leave packages, subsidised gym memberships and opportunities to give back to the community. Full details of our benefits are available here.\nWe’ve embraced a 50% hybrid working model (averaging two to three days onsite) that fosters trust and remote adaptability while encouraging in-person camaraderie and peer learning. Additionally, we are open to accommodating specific flexible working pattern requests for all roles where feasible.\nAccessibility\nWe are a disability confident employer and Valuable 500 signatory.\nPlease let us know if you require any reasonable adjustments/personalisation as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements or have any questions, email  and a member of our team will be happy to help.\nFurther information\nAt the FT, we embrace innovation and the use of technology and appreciate that individuals may leverage AI tools as part of their job application process. Whilst we are happy for you to use AI to assist with your application, it is essential that all information provided is authentic and accurately represents your skills, experience, and qualifications.\nCandidates should be aware that the use of AI throughout the application process may be monitored to ensure a fair and transparent hiring process for all.\nPlease beware of fraudulent job postings and offers claiming to be from the Financial Times. All legitimate opportunities will direct you to apply through the official Financial Times careers site, and the FT will never ask for financial information, payments, or referrals to third parties during the hiring process. If you have any concerns about the legitimacy of a job posting or suspect any scam activity, please contact . \nInterested in the FT but don’t see the right role yet? 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