- Company Name
- Soldo
- Job Title
- Customer Interaction Project Manager
- Job Description
-
**Job Title**
Customer Interaction Project Manager
**Role Summary**
Lead the transformation of Customer Interaction across European markets, defining strategy, managing cross‑functional processes, and optimizing tools and services to improve customer satisfaction and operational efficiency.
**Expectations**
- Deliver end‑to‑end project programs that align with financial services (FS) leadership goals.
- Drive measurable improvements in NPS, complaint resolution time, fraud detection, and overall customer experience.
- Ensure compliance with regulatory requirements (e.g., Consumer Protection Code) while integrating new technologies and vendor solutions.
**Key Responsibilities**
- Define and execute the Customer Interaction transformation agenda for Europe.
- Manage external service providers and vendor relationships for CI tools (Salesforce, Zendesk, ChatBot, etc.).
- Co‑design, implement, and monitor cross‑functional processes (Onboarding, Due Diligence, Complaint Management, Fraud Management, Charge‑Backs).
- Analyze performance metrics, identify gaps, and lead continuous improvement initiatives.
- Translate strategic goals into actionable project plans, timelines, and deliverables.
- Champion change management, ensuring adoption of new processes and technologies organization‑wide.
- Maintain regulatory compliance and data security standards in all customer‑facing operations.
**Required Skills**
- Proven experience leading process, technology, and organizational change in customer service within regulated financial services.
- Expertise with Salesforce, Zendesk, ChatBot platforms, and Microsoft Office suite.
- Demonstrated success in improving Customer Care KPIs and NPS.
- Strong project management, stakeholder engagement, and vendor management skills.
- Analytical problem‑solving, proactive mindset, and ability to handle multiple priorities.
- Leadership experience with cross‑functional teams and external vendors.
**Required Education & Certifications**
- Bachelor’s degree in Business, Finance, Information Systems, or related field.
- PMP, Prince2, or equivalent project management certification strongly preferred.
- Knowledge of data privacy regulations (GDPR, PCI, etc.) advantageous.