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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.

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