Back to jobs

Customer Experience Specialist

New York

About Us

The Financial Times (FT) is one of the world’s leading news organisations, globally recognised for its authority, integrity and accuracy, with a mission to deliver quality information and services worldwide.

At the FT, curiosity thrives and ambitious thinking is rewarded. Here, you’re given the chance to reach millions, create work that matters and deliver impartial journalism in a polarised world.

In our warm, collaborative culture, you’ll connect with a diverse community of experts who support your growth, career aspirations and wellbeing.

Your future at the FT will be filled with opportunities that challenge and inspire you. With no fixed path, you’ll discover new skills and forge a career that can take you anywhere.

Build a newsworthy career at the FT.

Our Commitment to a Fair and Inclusive Workplace

At the FT, we are committed to creating a fair and inclusive workplace where everyone has equal opportunity to succeed. We welcome and value different perspectives and strive to ensure all employees are heard and supported. We believe people do their best work when they can be themselves and have the flexibility they need to balance their work and personal lives. We are an equal opportunity employer and comply with all applicable laws prohibiting discrimination.

The Role: Customer Experience Specialist

As part of the Customer Experience & Loyalty Marketing team, the Customer Experience Specialist plays a key role in delivering personalised, 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

  • Handle and lead virtual appointments and outbound engagement calls with subscribers across industries and seniority levels
  • Help subscribers and trialists navigate FT’s digital platforms and improve their subscription benefits by aligning content and tools with their interests.
  • Serve as a subject matter authority on FT content, tools, features and live events by staying informed and engaged with the brand.
  • Maintain a proactive, self-motivated approach to outreach and lead management.
  • Adapt to evolving campaign strategies across the subscriber lifecycle.
  • Be responsible for your performance against critical metrics including call acceptance rates, retention impact and conversion success.
  • Act with a commercial demeanor, identifying upsell or retention opportunities during conversations.
  • Bring together subscriber feedback and insights to advise the FT’s voice of the customer initiatives. This may include presentations to partners.

Required Skills / Experience

  • 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 personalised 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.
  • Passion for customer experience and an interest in FT or similar content.

Training Provided

  • In-depth onboarding on FT platforms and content.
  • Training in delivering tailored subscriber conversations.
  • Guidance on retention strategies and upsell opportunities.

What’s in It for You? Our Benefits

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, subsidised 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.

Accessibility

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

Further Information

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.

Please Note:

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.

Create a Job Alert

Interested in building your career at Financial Times? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...
Select...
Select...
Select...
Select...
Select...

Please review our Candidate Privacy Notice.

I accept the candidate privacy notice and consent to being contacted in regard to this application.

United States of America - Voluntary Disclosure

Optional Additional Information

As part of the FT’s commitment to equality, diversity and inclusion, in this section we ask for information to help us measure the effectiveness of our equal opportunity policies.

This information is voluntary and your application will not be treated differently based on whether or not you provide these details.

Your information will be stored separately to your application on our recruitment system, with safeguards in place to ensure that your data is kept secure and treated confidentially. Hiring managers and recruiters cannot see this information on an individual basis.

We may use the data in an anonymized form for reporting purposes or as required to comply with statutory reporting requirements, depending on your location.

For further information, please see our candidate privacy notice. If you have any questions, please contact privacy.officer@ft.com for queries on data protection or talent@ft.com for queries on the recruitment process.

Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Financial Times’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.