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
Zopa.com!
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 Instagram @zopalife
As the Customer Experience Manager, you’ll play a vital role in ensuring we are providing good customer outcomes and achieving high CSAT scores by driving improvement across our products, processes, and customer contact.
You will be the voice of Customer Experience at Zopa, ensuring the customer voice reaches all corners of our decision making and remains a core focus of the business.
A day in the life:
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Understand our customers and their pain points: You will complete monthly analysis of customer feedback, NPS and public reviews across multiple sources and identify root causes of issues. These detractors can then be used to complete data-driven prioritisation and provide focus to teams to improve our products, processes, and customer services across Zopa.
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Drive meaningful change with Product Teams & Operations: You will work closely with Product and Operational teams, driving understanding of top detractor themes and gaining buy-in for action to be taken to improve our products, processes, and agent performance. You will conduct review structures such as monthly product forums and be a key presenter in the Ops Governance Days, bringing the customer voice to improvement discussions. You work with our Leadership Team to identify key detractor areas that need support to drive change.
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Manage a team of Customer Journey Review agents: You will be managing a small team that conduct ongoing and ad-hoc customer journey reviews which are presented to affected Product/Ops areas to bring the customer to life and drive immediate intervention to unresolved journeys.
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Work as a cross-team ambassador, liaising between Product & Ops teams: From presenting customer experience forums to building call snip packs for the Leadership Team, you will be a cross-functional advocate of providing good customer outcomes and being the voice of the customer within the business.
About you:
- You are passionate about our customers and are driven to bring their voice to all aspects of the organisation
- You inspire your team and others around you to always put the customer first and find ways of bettering daily interactions with Zopa products and services
- You have a proven ability to drive action in the face of conflicting priorities across teams, leading on difficult conversations and using data to prioritise and ensure continuous improvement
- You are a collaborative, trusted manager who is confident working in a cross-functional roll that interacts with product teams, data analysts, and operations stakeholders
- You drive and support people, motivating others with your approach and providing mentorship and support when needed
- You are self-motivated and organised, able to balance several ongoing BAU and team management tasks to support your function
- You have strong presentation skills and stakeholder communication
- You help drive goals, objectives and key results setting for the team
- You regularly give and receive feedback, recognising and using it as an opportunity to grow professionally.
#LI-LH1
Flexible working? Yes please!
At Zopa we value flexible ways of working. We understand the benefits of face-to-face collaboration and the importance of a good work life balance. Our teams work in a hybrid manner from our open-plan, riverside London Bridge office and the comfort of their own homes at a frequency that suits the team and the work they do.
Not only that – 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.
