**Experienced Full Stack Supplier Customer Experience & Continuous Improvement Manager – Web & Cloud Application Development**

Are you a seasoned professional with a passion for delivering exceptional customer experiences and driving continuous improvement in a fast-paced, dynamic environment? Do you have a proven track record of leading cross-functional teams and collaborating with suppliers to enhance customer satisfaction and operational efficiency? If so, we invite you to join blithequark's Customer Operations team as a Supplier Customer Experience & Continuous Improvement Manager. **About blithequark** blithequark is a leading innovator in the fintech industry, dedicated to revolutionizing the way people manage their finances. Our mission is to provide seamless, user-friendly experiences that empower our customers to take control of their financial lives. As a key member of our Customer Operations team, you will play a critical role in shaping the future of customer experience and driving business growth. **What You'll Be Doing** As a Supplier Customer Experience & Continuous Improvement Manager, you will be responsible for enhancing the customer experience delivered by our partners, including supporting our operational Customer Operations teams by improving processes and tools. You will use data-driven insights to identify areas for improvement, develop clear and actionable roadmaps, and lead cross-functional teams to drive change and deliver exceptional customer outcomes. **Your Day-to-Day** * Lead regular conversations with suppliers around process opportunities and CX insights * Develop clear and manageable roadmaps that enable improvements to drive better customer outcomes with clear timelines and measures of success * Monitor customer CSAT scores and feedback and help drive insight towards areas of improvement and opportunities * Own all development opportunities and improvements through to completion within your team, providing stakeholders with key updates along the way * Partner closely with our suppliers and role counterparts to agree on key priorities evidenced by value and impact * Build strong relationships and regular engagement/governance with internal stakeholders to facilitate change and great customer experience (risk, ops partners, training, QA) * Identify where our products may be impacting positive customer outcomes and use data and insight to make recommendations for improvements * Measure success, impact, and benefits of changes being delivered and use data to quantify the impact of the change (CSAT, QA scores, timeframes of success) * Implement a continuous improvement cycle including retros and regular change management meetings with robust documentation * Working with the wider supplier team, deep dive into customer experience being delivered by our partners and drive improvements; when applicable, consider how these opportunities may support blithequark's operation overall * Be the point of contact within the Ops supplier team for broader blithequark ops CX initiatives (QA, Tone of Voice focus, etc.) * Create monthly deep dives into customer experience using all sources of data (e.g., CSAT, CX data, and complaints) to identify themes and trends on areas that are going well and areas to improve * Partner with suppliers on their insight generation into CX performance and agree plans where required for change and support for successful delivery * Be an advocate internally for sharing success stories of customer experience and partner with the team Engagement Manager to help share and elevate these stories * Partner with suppliers and blithequark stakeholders to deep dive into processes and highlight opportunities for improvement * Introduce initiatives for process improvement recommendations and fix things for our customers and COPs **You Should Apply If** * You have a deep knowledge and experience of Customer Experience and Continuous Improvement as a combined role, preferably working in Outsourced Supplier Operations * You are comfortable with travel abroad to our offshore sites in South Africa and Romania (other sites may be added in the future) * You are passionate about the day-to-day experience of our customers and want to improve processes that just don't work * You like to get into the detail of customer interactions; listening to calls, watching chats, facilitating calibrations to spot opportunities for us to do better * You are comfortable coaching our partners to get it right the first time and also encourage them to speak up when they spot poor customer journeys * You want to ensure a great experience for our COPs, making their lives easier and ensuring they have the right tools and information to do their job * You want to improve change governance within the supplier management team and blithequark's wider operation * You are comfortable working with our partners, holding them accountable for delivering successful customer outcomes and can challenge when this is not working **What's in It for You** * £48,000 - £62,000 + share options * This role will be remote-based with occasional travel to London and South Africa and Romania (potential further sites to be added) * We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team * £1,000 learning budget each year to use on books, training courses, and conferences * We will set you up to work from home; all employees are given Macbooks, and for fully remote workers, we will provide extra support for your work-from-home setup * Plus lots more! Read our full list of benefits **The Application Journey** The application journey has 3 key steps: 1. Recruiter call (30 minutes) 2. Initial call with Neil Kelley (30 minutes) 3. Values and Technical interview (60 minutes) This process should take around 3-4 weeks - your schedule is really important to us, so we promise to be as flexible as possible! **Ready to Join the blithequark Team?** If you're a motivated and experienced professional with a passion for delivering exceptional customer experiences and driving continuous improvement, we invite you to apply for this exciting opportunity. Join us in shaping the future of customer experience and driving business growth at blithequark. Apply to this job Apply for this job