Customer Experience Advisor (Financial Services)

What to Expect

We are seeking an empathetic and structured Customer Experience Advisor to join our team in the financial services / leasing sector. In this role, you will proactively take ownership of complex customer escalations and sensitive cases, ensuring fair, timely, and well-documented resolutions across the customer journey. You will work closely with first-level support and internal stakeholders to improve handoffs, strengthen customer-facing guidance, and turn case insights into practical process improvements and workflow enhancements. If you combine strong case-handling skills with analytical thinking and want to make a visible impact on customer outcomes and operational quality, we’d love to hear from you. 

What You’ll Do

• Resolve customer escalations promptly and professionally, including complex and sensitive cases across the leasing lifecycle, and prepare concise, high-quality case summaries that enable management to make informed decisions on resolutions 

• Identify and support vulnerable customers, apply appropriate adjustments, and guide colleagues on consistent, careful handling of sensitive situations 

• Analyse escalation and complaint themes with an inquisitive mindset to identify root causes, concerning patterns, and breakpoints in the customer journey 

• Contribute to customer-facing resources as well as guidance for the first-level support team, and deliver practical training on escalation recognition, vulnerability indicators, and de-escalation 

• Translate case insights into process improvements and workflow automation that reduce repeat issues and strengthen handling quality 

• Coordinate cross-functional casework with teams such as Customer Support, Operations, Compliance, and Legal, and maintain accurate records and relevant reporting 
  

What You’ll Bring

• Few years of experience in complaints, escalations, customer operations, or a support role, preferably within financial services, leasing, or a regulated industry 

• Strong case-handling and investigation skills, with the ability to produce clear written and well-structured correspondence 

• Strong analytical mindset with the ability to interpret case data, identify patterns, and present insights clearly 

• Proven ability to work independently and manage multiple, time-critical priorities in a fast-paced environment with attention to detail 

• Excellent written and verbal communication skills in English; fluency in German or French is highly desirable 

• Confidence identifying process gaps and driving practical improvements, including automation in CRM, case-management, or workflow tools
• This role does not qualify for visa sponsorship, and applicants must already have the right to work in the relevant location