Multitude is an international provider of digital financial services, building a financial ecosystem that transcends the hassle of physical banking and complicated financial transactions into a paperless, borderless, and real-time experience for our customers. The foundation of our ecosystem has been laid through profound experience since 2005 in providing data-driven digital financial services globally.

As a global thinking company, we are proud of our diversity and currently employ people from over 30 different nationalities and walks of life. We support employee interests, hobbies, and goals both inside and outside of Multitude because we understand that happy people make happy employees.

We are looking to recruit a Digitalisation & Automation Expert to lead the Operations digitalisation and automation transformation strategy, ensuring the delivery of a top-class and effortless customer experience. You will ensure adherence to product governance and identify system requirements to optimize automation and digitalisation. You will also provide support across the team on customer experience and process improvement initiatives, and report updates to the Leadership Team and Senior Stakeholders

If you live and breathe FinTech, and enjoy working in a global agile team, then we are looking for you. Join us in shaping the future of digital banking.

Your focus:

• Lead and support operational digitalisation and automation projects, working closely with Operations Team, Marketing, UX, and CX teams, ensuring the leadership team and key stakeholders are kept updated;
• Use customer feedback and data-driven learnings to eliminate complexity, and drive process optimisation and automation;
• Represent Operations on projects for simplicity acting as a Subject Matter Expert for a product, automation, and digitalisation;
• Develop strong relationships with the key stakeholders, put a communications plan in place to ensure they are kept updated, and provide regular updates and reporting to senior management;
• Collaborate with internal teams to understand how automation can improve operational productivity and based on this lead development and improvement projects;
  
• Utilise customer process maps to understand areas requiring automation and improvements in the customer journey.

Requirements:

• Keen problem solver with a logical outlook;
  
• Experience in customer support/experience;
• Understanding of customer journey analysis;
• Effective communication skills with business-level English;
• Working experience with the creation and maintenance of self-service tools (Chatbot, Help Centres, Customer Account Portals);
• Knowledge of workings of digital customer communication platforms (LiveChat, Whatsapp, Social Media messenger);
• Working experience with CRM (Salesforce/ Zendesk);
• Good working knowledge of Microsoft Excel and PowerPoint;
• A good understanding of relevant Customer Service KPIs.

What we offer:

• Wellbeing allowance after successful completion of the probation period;
  
• A hybrid working model with flexible working hours;
• Access to LinkedIn learning with over 8000 courses;
• Weekly breakfasts in the office;
• Share purchase matching program up to 10% of annual gross salary;
• Your assigned business laptop is available for your free personal use, after the 5th-year equipment renewal policy;
  
• Opportunities for growth, the realization of own ideas, and further training;
• The opportunity to work in a dynamically international evolving company.