Customer Experience Specialist

Customer Experience Specialist

As part of the Customer Experience & Loyalty Marketing team, the Customer Experience Specialist plays a key role in delivering personalized, high-value experiences to FT trialists and subscribers. You will be at the forefront of customer engagement, guiding readers to explore the full breadth of their subscriptions and crafting a customer-centric future at the FT.

Key responsibilities include : handling and leading virtual appointments and outbound engagement calls with subscribers across industries and seniority levels, helping subscribers and trialists navigate FT's digital platforms and improve their subscription benefits by aligning content and tools with their interests, serving as a subject matter authority on FT content, tools, features and live events by staying informed and engaged with the brand, maintaining a proactive, self-motivated approach to outreach and lead management, adapting to evolving campaign strategies across the subscriber lifecycle, being responsible for your performance against critical metrics including call acceptance rates, retention impact and conversion success, acting with a commercial demeanor, identifying upsell or retention opportunities during conversations, and bringing together subscriber feedback and insights to advise the FT's voice of the customer initiatives.

Required skills and experience include : 1-2 years of experience in a customer-facing role, strong verbal communication skills and the ability to establish trust, comfortable guiding customers through digital products with a personalized approach, curious and skilled in asking thoughtful, probing questions, strong understanding of customer retention and proficiency in identifying upselling and cross-selling opportunities, meticulous with a data-driven attitude, self-disciplined with excellent time management, and passion for customer experience and an interest in FT or similar content.

Training provided includes : in-depth onboarding on FT platforms and content, training in delivering tailored subscriber conversations, and guidance on retention strategies and upsell opportunities.

Our benefits vary by location, but we are committed to providing best-in-class perks across all our offices. These include generous annual leave, health coverage, 401(k) with company match, inclusive parental leave packages, subsidized gym memberships, and opportunities to give back to the community. We've embraced a 50% hybrid working model (averaging two to three days onsite) that fosters trust and remote adaptability while encouraging in-person camaraderie and peer learning. We are open to flexible working arrangements where feasible.

We are a disability confident employer and a Valuable 500 signatory. Please let us know if you require any reasonable adjustments or personalization during the application or interview process. Contact us at talent@ft.com for assistance.

A reasonable estimate of the hourly range for this role is $25-$30. Final compensation will be based on factors including experience, skills and business needs. This range applies to our New York office and may differ in other locations.

All FT job opportunities will advise you to apply via the official Financial Times careers site. The FT will never ask for financial information, payments, or referrals as part of the hiring process. If you suspect any scam activity, please contact talent@ft.com.