Customer Experience Improvement Manager

Our Story Hello there. We're Zopa. We started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020 and we launched Zopa Bank. A bank that listens to what our customers don't like about finance and does the opposite. We're redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre - we've built a business that empowers everyone to aim high, every day, to move finance forward. Find out more about our fantastic offerings at ! We're incredibly proud of our achievements and none of it would be possible without the amazing team here. It's not just industry awards we're winning, we've also been named in the top three UK's Most Loved Workplaces. If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you'll thrive here at Zopa, so join us, and make it count. Want to see us in action? Follow us on You'll be joining the Agent and Customer Excellence Team , a collaborative group at the heart of our operations. Our mission is to equip our customer-facing agents and operational teams with the right tools, processes, and insights to deliver Effortless Experience to customers every time. This role will take you across the business, working cross-functionally with our Product and Operational teams. What you will do:

• Identify structural ways to improve the quality of service we offer our customers, creating Effortless Experience's and improving metrics like NPS, CSAT and reducing complaints.
• Understand what the underlying drivers of these metrics are and combining with insight from various other source such as Quality Score, Trust Pilot reviews etc to identify pain points in our customer journey and interaction points.
• Understanding complaint themes across all our products, conducting Root Cause Investigations based on this as well as audit findings or regulatory themes
• Providing insight to other Product and Operational functions.
• Utilising traditional analytics tools (Excel/SQL/Python) as well as leveraging AI driven tools to gain insight
• Then using this insight to create, define and deliver projects cross functionally working with Ops, Tech or Product that lead to an increase in Effortless Experiences.
• This is a high-ownership role with the ability to make a real difference to Zopa and our customers.

About you:

• You're outcomes focused - you have a bias for action to ensure we are consistently progressing towards the end goal.
• When you see a blocker to progress, you don't let that stop you, you enjoy overcoming challenges.
• You have experience influencing teams and senior stakeholders in a complex organisation with many competing priorities.
• You use data to drive your decisions and identify opportunity to improve.
• You care passionately about helping our customers.
• You collaborate with other teams that are affected by projects or decisions and are comfortable working with Senior Stakeholders.
• You help drive goals, objectives and key results setting for the team.
• You're comfortable combining quantitative and qualitative evidence to drive your decision-making process.
• You keep an eye on the bigger picture, making sure we are always working on the right things at the right times.
• You regularly give and receive feedback, recognising and using it as an opportunity to grow professionally.
• Ideally, you have experience at a Fintech, but this isn't imperative!

We're on the move! Towards the end of 2025 Zopa will be relocating to a brand-new headquarters at 20 Water Street in Canary Wharf. The 44,000 square foot workspace will foster collaboration and inspire creativity for our 900 employees amidst our 2025 growth blitz. At Zopa we value flexible ways of working. We value face-to-face collaboration and a good work-life balance. This hybrid role requires you to come to our London office 2-3 days a week. You'll also have the option of working from abroad for up to 120 days a year! But no matter where you are, we'll make sure you've got everything you need to thrive, both in your work and home life, from day one. Subject to having the right to work in the country of choice Diversity Statement Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities, have a DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.