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Customer Experience Associate

Posted: 27 May 2020 Closes: 17 Aug 2020
New York (35 hours) Competitive
Permanent & Full-time JR005081

The Financial Times is a leading publisher read by 2 million people every day. The FT prides itself on delivering outstanding, proactive and engaging customer care to its readers.

The Customer Experience Team is a developing part of the FT Customer Care strategy and we have an exciting opportunity where you will talk directly to subscribers and deliver a personalized, interactive experience to help them take advantage of the benefits of their subscription. 

You will gain exposure working as part of a global media brand in a growing digital age striving to continuously enhance the FT customer experience. 

In this role you will work to the following outcomes:

  • Engage FT subscribers globally at all levels of seniority from a broad range of industries and sectors and inform subscribers of products and services with a customer centric approach.

  • Help FT readers maximize the benefits of their subscription and demonstrate the value of the FT by matching interests and requirements to content, tools and features.

  • Demonstrate resilience by having a positive attitude when making outbound calls, adapting to change within campaigns, and being self-motivated.

  • Conduct research from different platforms to help in preparation of the calls, this can include understanding FT’s most read content, and subscriber behaviors. 

  • Help to identify product improvement opportunities by capturing customer feedback to collaborate with different teams to drive potential change.

  • Become a subject matter expert for content, tools and features on all FT platforms.

  • Effectively share best practices and experiences with colleagues, to help shape future customer conversations and campaigns.

  • Be accountable for your individual performance against Key Performance Indicators including contact rates, call acceptance rates and productivity. 


What experience/skills do I need to be successful in this role? 

  • 1+ year of experience in a customer-facing role

  • The ability to verbally engage and persuade on the phone

  • Ability to self-manage time according to regular deadlines

  • Excellent verbal and written communication skills

  • A passion for customer experience 

We would provide training:

  • To become a subject matter expert on FT content and platforms

  • To enable expansive, personalized conversations with subscribers

  • To retain customers and encourage upselling


What’s in it for you? FT Culture & Benefits

As an FT employee, you can expect:

  • Generous paid time off including vacation, personal days, sick days

  • Comprehensive health, vision, dental, and life & disability insurance for employees and their families

  • Competitive 401k and company match, Flexible Spending Account (FSA) and commuter benefits 

  • Paid parental leave (maternity & paternity) 

  • Flexible working 

  • Other great perks such as summer Friday’s, volunteer days and in-office events

  • Employee-led networks which promote and celebrate diversity and inclusion in the workplace by connecting, engaging and empowering individuals across the organization 

Here at the FT, we encourage you to bring your whole self to work. We know our most valuable resources are our people, we embrace the unique skills, experiences, and perspectives that each of our employees brings with them --  it’s what helps us build a great product and even better teams. 

We welcome all members of the community to apply regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Learn more about our benefits and commitment to inclusion 

Financial Times

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