{"id":1646928,"url":"https://alion.io/job/moneyfarm-customer-experience-manager","title":"Customer Experience Manager","company":{"id":54191,"name":"Moneyfarm","domain":"moneyfarm.com","url":"https://alion.io/company/moneyfarm","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":36000,"max_usd":94000,"period":"year","method":"role_country_seniority_unknown","sample_n":196},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":true}],"status":"live","first_seen_at":"2026-10-01T23:55:02Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-18T12:54:45Z","board_verified":true,"closed_at":null,"days_open":16,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":16},"description":"We are a rapidly growing pan-European digital wealth manager, serving over 170,000 active investors with over £7.5 billion invested on our platform. We began in Milan in 2011 with the purpose to help more people improve their financial well-being by making personal investing simple and accessible through technology. Fast forward to today, and we are recognised as one of the most innovative fintechs, headquartered in the heart of London.\nWith a team of 220+ people across 4 offices in Italy and the UK, we are proudly backed and funded by major partners including Poste Italiane, Cabot Square Capital, United Ventures, and Allianz.\nOur vision\nOur vision is to combine passion, expertise, and technology to provide best-in-class investment solutions and advice that protects and grows client wealth over time.\nOur Core Values:\nWe’ve built our business on three Principles:\nRelationships are our first asset: We’re one team, built on trust, honesty, and transparency. We value our relationships above all else.\nTrust drives success: We give each other the space to grow. We empower our employees to succeed, so they can make a real impact.\nOur customers dream big, just like us: We see the bigger picture and we make sure our customers see it, too. We’re always focused on the best outcomes for our clients and for each other, no matter what the goal, or how big the dream\nWhat this means in practice:\nAt Moneyfarm, our success comes from the impact each of us makes. We move with purpose, urgency, and ambition, focused on delivering outcomes that matter for our clients and our business. Everyone is empowered to take ownership, challenge the status quo, and turn bold ideas into results. As we evolve, we embrace AI as a catalyst for sharper thinking, smarter decisions, and even greater impact.\nOur diversity makes this possible. Different perspectives, backgrounds, and experiences fuel our creativity and drive better decisions - it’s our competitive edge. We value people for who they are and their unique strengths: that's why we offer flexible ways of working to support them in doing their best work.\nAbout the role\nThis is a new role and the single owner of the customer's experience across our three UK propositions: Moneyfarm, Willis Owen and Profile Pensions.\nComplaint handling moves out of the line and into this role. Today complaints are investigated by the managers and representatives who handled the original contact, which is slow, hard to supervise and weak evidence of independence. You will own complaints end to end, from earlier identification through investigation, outcome and redress, to the root cause that stops the next one.\nThe role is deliberately wider than complaints. You are the eyes and ears of the customer inside the business: you own the voice of the customer across public review channels, you own our vulnerable customer standard, and you represent customer needs in product and change forums so that it is considered before decisions are taken rather than after complaints arrive.\nYou will work alongside two Customer Relationship Managers and the wider UK senior management team in a newly created UK management structure.\nKey Responsibilities\nOwn complaint handling end to end for Moneyfarm UK, Willis Owen and Profile Pensions: identification, logging, investigation, decision, redress, final response and closure, within DISP timescales.\nDrive earlier complaint identification. A third of our files show dissatisfaction expressed before a complaint was formally recognised; closing that gap is a first-year priority.\nOwn root cause analysis and turn it into change. Produce a regular root cause report with named owners and dates, and hold the actions to completion across front office, operations and product.\nOwn the vulnerable customer standard: how vulnerability is identified, recorded, actioned and evidenced in customer records, and the data we report on complainants in vulnerable circumstances.\nOwn the voice of the customer across Trustpilot, Google and app store reviews, survey feedback and contact reason analysis, and report it to the Exco in a structured way.\nRepresent the customer in product, change and launch forums, and provide a written customer impact view before launch decisions rather than after.\nOwn complaints management information and regulatory complaints reporting, and support Consumer Duty outcomes monitoring and the annual board report.\nManage Financial Ombudsman Service referrals end to end, including case files, submissions and lessons learned.\nLine manage, develop and quality-assure the Complaints Coordinator.\nWork within the FCA's rules and the firm's policies at all times, including DISP, the Consumer Duty, the Conduct Rules, anti-money laundering and customer identification procedures, and data protection.\nWork with the legal team on any escalated complaints or SAR requests (linked to a complaint) \nComply with the Health and Safety at Work Act 1974, which means adherence to company policies and standards.\nRequirements\nEssential\nProven experience handling regulated financial services complaints end to end, including final response letters and redress decisions.\nWorking knowledge of DISP, the Financial Ombudsman Service process and the Consumer Duty, and how they apply to a retail investment or pensions book.\nExperience in wealth management, investment platforms or pensions, particularly ISAs, pension transfers and drawdown.\nExperience of complaints in a multi-entity or multi-brand group.\nDemonstrable root cause analysis: evidence of finding a systemic cause and getting it fixed by another function.\nPractical experience of the FCA's vulnerable customer expectations and how they are evidenced in case files.\nStrong written English. Final response letters and regulatory submissions are a core output of this role.\nThe credibility and independence to challenge senior colleagues in other functions on customer outcomes.\nCompetent with a CRM or case management system and comfortable building management information from it.\nEmbrace AI to enhance the CX function and processes\nNice to have\nFront-line customer service experience. \nLine management experience.\nExperience with Salesforce.\nRelevant professional qualification, for example CISI, CII or a recognised complaints qualification.","description_format":"text","description_chars":6299,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Wealth Management & Financial Advisors","Investing Apps & Robo-Advisors"],"lifecycle":[{"event":"open","at":"2026-10-01T23:55:02Z"}],"visa":[],"liveness":{"score":89,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.89,"p_room":1,"age_days":15,"expected_fill_days":50,"reasons":["conf:1","velocity","win:early"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/moneyfarm-customer-experience-manager","json_url":"https://alion.io/job/moneyfarm-customer-experience-manager.json","meta":{"generated_at":"2026-10-18T14:14:59Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":20900,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-19T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":54191},"rest":"https://alion.io/mcp/rest/get_company?id=54191"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmoneyfarm-customer-experience-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmoneyfarm-customer-experience-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmoneyfarm-customer-experience-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/moneyfarm-customer-experience-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmoneyfarm-customer-experience-manager"}]}