Client Experience Specialist

The **Client Experience Specialist**plays a key role in optimizing the client experience for specific customer journeys, specifically in **Onboarding and Client Renewals**. This role focuses on the successful implementation and ongoing enhancement of these client journeys, ensuring a smooth and efficient experience for both digital and non-digital interactions. The Specialist will report directly to the **Singapore Head of Onboarding and Client Renewal**and collaborate closely with local and global teams to achieve business objectives.

**Responsibilities**

**Onboarding & Renewal Journeys**
- Identify and implement data-driven improvements to enhance the client onboarding and renewal journeys.
- Monitor the effectiveness of digital and non-digital client onboarding and renewal journeys.
- Analyse key performance indicators (KPIs) such as Lead Quality, Drop-Off rates, Straight-Through Processing (STP) rates, and Service Level Agreements (SLAs) using data from Data Collection Framework (DCF) and Customer Relationship Management (CRM) systems.
- Assist in the implementation of global journey enhancements and local initiatives.
- Contribute to the development of business requirements, participate in User Acceptance Testing (UAT), and support the translation of materials for local markets.
- Ensure all client communication (both ongoing and ad-hoc) is client-friendly, up to date, aligned with local standards, and optimized based on client feedback.
- Ensure alignment with global and local Anti-Money Laundering (AML) and Compliance guidelines.
- Actively collaborate and maintain strong communication with other local departments, global teams, and various stakeholders to improve the overall client experience across all touchpoints and ensure seamless client journeys.

**Key Skills & Experience**
- Bachelor’s degree in Business Administration, Finance, or a related field.
- 0-2 years of experience in project management, or a related field.
- Strong analytical and problem-solving skills with the ability to analyse data and identify areas for improvement.
- Excellent communication and interpersonal skills, both written and verbal.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
- Analytical mindset with proficiency in using CRM data and dashboards.
- Strong understanding of customer journey mapping principles.
- You are motivated by working in a dynamic and fast-paced environment with ambitious goals.
- Experience with marketing automation tools, such as Sitecore and Campaign Creator, is a plus.

**We get curious people invested in the world**

When you work at Saxo, you become a Saxonian and part of a purpose-driven organisation, where good ideas are always taken seriously, and where you can make a true impact. We are invested in your development, and you can expect a robust career from day one when you join Saxo - no matter which role you take on.

You will join 2,500 other ambitious colleagues across 15 countries and become part of an international organisation. Working in Saxo, you will get to meet colleagues from many different cultures and backgrounds, and you should know that we value diversity and inclusion and see it as a genuine source of strength to drive growth, foster innovation and position us for long-term success.

We encourage an open feedback culture and supportive team environments enabling employees to grow and fulfil their career aspirations.

When you bring passion, curiosity, drive and team spirit, your learning journey will be dynamic and your career opportunities in Saxo will be immense.

At Saxo we don’t just offer a job - we offer an opportunity to invest in your future

**How to apply**:
Click here to create an account and upload your resume and a short motivation. We look forward to getting to know you better