- Team: Tech
- Type: CDI
- Location: Remote (in France)
- Planning: Full-time
- Position: Close
Head of Customer Experience
We have an open position for a Head of customer experience. We’re looking for someone capable of voicing out our clients point of view (internal and external, current and potential clients) so we can take them into account in our strategic choices. Why do we want to raise our clients' voices internally ? To optimise their current user experience and anticipate the development of new banking products that will match their needs and expectations. Our new recrue will be responsible for our customer experience team, a team of multiple expertises that will be growing with our bank.
Memo Bank was born out of the willingness to rethink the relationship between SMEs and their bank - customer experience has always been at the core of everything we do. We’re convinced that by taking the best out of humans and technology, we can create new realities for SMEs - banking journeys that are simpler, safer, more innovatives and personalised so that CEOs can focus on their company’s growth and offer the same quality of service to their clients and providers in return.
The creation of a customer experience team is the next logical step following our commercial launch. As we continue to welcome new customers, it is crucial to listen closely to our clients, so that their needs and concerns remain at the forefront of our strategic choices as well as our technological and commercial developments.
About the role
You will join a new team, the customer experience team, currently made of two Designers. The customer experience team will bring together various and complementary expertises. We will be recruiting Business analysts and User researchers to complement it. You will be reporting directly to our CEO and will be the manager of our two Designers. They will be able to count on your listening abilities to accompany their growth. You will also contribute to staffing your team.
The customer experience team focuses on our external (SMEs) and internal clients - our bankers, risk experts, customer success specialists, auditors. Its role is to anticipate their needs, identify and answer their issues, and conceptualise their dedicated user experiences. The customer experience team analyses market conditions and users’ feedback in order to extract qualitative and quantitative data so it can be exploited by various teams (Delivery, Marketing, Sales).
As Head of Customer Experience and thanks to the studies and market analysis performed, you will collaborate with various departments in order to improve our existing products and their user journeys. You will suggest improvements that match the market’s expectations and our clients needs.
In addition to your scouting and facilitating hats, you will be asked to drive strategic projects at a company level. We’ll expect from you to be at the initiative of new banking offers capable of generating new revenue streams. Our international expansion will not happen without you either. You will directly contribute to the development of our commercial footprint and the value delivered to our clients at the same time - all in close collaboration with our founders and teams.
In the context of your investigations, you will identify revenue goals from the technical and commercial opportunities submitted. Therefore, you will have to negotiate directly with these potential partners.
Broadly speaking, you will be asked to :
Manage, nurture and grow our customer experience team.
Lead qualitative and quantitative studies with our clients (internal and external) and translate the data collected into opportunities for improvement or development for our product.
Analyse and resolve our clients complex issues by improving our product and expanding our offer.
Identify which development opportunities should be studied and their strategic direction line (in collaboration with all the teams).
Explore commercial partnership opportunities, implement and nurture them.
Lead some of our most important contractual and commercial negotiations (partnerships or enterprises).
Estimate and set revenue goals for the strategic decisions linked to the development opportunities identified.
Federate our teams and coordinate our experts ensuring all the stakeholders involved are onboard with the agreed goals and objectives.
Work hand in hand with our Delivery team giving them clear indications on product developments.
Make sure our clients’ voices remain at the forefront of our strategic choices.
You like SMEs and looking for solutions to support them. You believe that an incredible banking experience is a key element to their success. Your knowledge of B2B products and environnements, combined with your experiences leading projects, allow you to transform complex data into strategic choices.
You share your ideas efficiently (both orally and in writing, in French and English) and like to collaborate with other teams. You know how to synthesize complex information to focus on the essential.
You enjoy managing a team and know how to push, motivate and inspire them with benevolence. Like us, you value teamwork.
We hire curious, daring and humble people, to whom we grant a lot of autonomy to learn and create. In our experience, properly-thought-out and well-executed projects tell us more than a piece of paper from even the most prestigious institutions.
We are looking for someone with solid management experience and analytical skills, acquired on strategic functions with a strong user experience focus.
Ideally, you have :
At least 10 years experience in strategic roles - Product, UX or Sales, with a strong customer experience focus.
At least one experience in a high-growth company.
A good ability to apprehend and understand complex technical and commercial environnements.
A proven track record leading projects, in collaboration with different teams and expertises.
A thorough knowledge of B2B, enterprise or technical products.
A great research and analysis ability, from which you can draw tangible hypotheses and strategic development directions.
The ability to focus on clients and their experiences - you know how to put yourself in their shoes.
Management skills - inspiring and unifying your team behind a shared vision matters to you.
A capacity to sell and negotiate contracts and partnerships.
A willingness and ability to build from scratch.
An immaculate, convincing, positive and unifying written and spoken communication - both in English and French.
How to apply
If you’d like to join us, simply send your CV (or your LinkedIn), your portfolio (or your website) and a message (in French or English) explaining why you are applying. We don’t expect a formal cover letter, but we do want to know what you think you can bring to the team and what you expect from us. Don’t be afraid to let a bit of your personality shine through; your future colleagues will be reading.
You don’t get any bonus points for length, and you won’t be penalized for brevity. Leave out the parts that we might be tempted to skip over and focus on what’s truly important to you.
We are aware that we are asking a lot of you. You likely already have a job and/or other occupations. If you are willing to take time out of your busy day to write to us, we genuinely appreciate it. The ball is in your court. We hope to hear from you.
Here’s what you can expect if your initial application is successful:
A phone interview with our recruitment team (45 minutes);
A case study to be answered in writing via email (approximately one hour of work);
A series of video-conference interviews with members of several different teams (2h30).