Customer Experience

The Customer Experience professional will be the primary interface between the organization and its clients, ensuring seamless, efficient, and positive experiences across Payments, Investor Services, Trade, Pricing & Billing, and Liquidity Management. The role requires strong analytical skills, domain knowledge, and the ability to resolve client queries while driving improvements in service delivery.

• Serve as a point of contact for client inquiries across Payments, Investor Services, Trade, Pricing & Billing, and Liquidity Management.
• Investigate and resolve client issues efficiently and professionally.
• Collaborate with internal teams to identify and address process gaps.
• Support client onboarding, transaction processing, and reporting activities.
• Track and monitor client interactions, ensuring adherence to service level agreements.
• Identify recurring issues and recommend process or system enhancements.
• Mentor junior staff and support training initiatives (senior roles).
• Generate insights from client feedback and service performance data.

• Solid experience in at least one of the key areas: Payments, Investor Services, Trade, Pricing & Billing, or Liquidity Management.
• Strong problem-solving skills and ability to handle client queries independently.
• Familiarity with CRM systems and operational tools.
• Contributes to process improvements and documents workflows and client interactions.

• Broad expertise across multiple areas of customer experience.
• Proven leadership and mentoring capabilities.
• Strategic understanding of client experience and its impact on business.
• Advanced analytical skills, reporting, and ability to influence process/policy improvements.
• Acts as escalation point for complex client issues and leads initiatives to enhance satisfaction.