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Customer Experience Associate

New York

About Us

Across the FT Group, our people are united by a mission to deliver world-class information, news and services to our global audiences. We're a digital-first organisation made up of journalists, technologists, product managers, event planners, strategists, commercial and finance experts, marketing and communications specialists – and much more. Our strength is in our employees.

Our Commitment to a Fair and Inclusive Workplace

At the FT, we aim for employees across all regions to have a voice so that diverse perspectives are heard and valued. We believe that a supportive workplace is one where employees feel they can be themselves at work and have the flexibility they need to meet their personal needs. We'll continue to remove barriers for all, and in particular barriers facing employees from underrepresented groups.

The Role

The Financial Times is a leading publisher read by 2 million people every day. The global Subscriber Engagement Team is a critical function within the Customer Experience & Loyalty Marketing team helping to deliver personalised, high-value experiences for trialists and subscribers, whilst ensuring the integration of customer insights across the department to support our continued transformation towards true customer-centricity.

In this role you will talk directly to subscribers on a 1:1 level to deliver a personalised, interactive, premium experience that helps them take full advantage of the benefits of their subscription with the FT. 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.

Key Responsibilities

  • Engage FT subscribers at all levels of seniority from a broad range of industries and sectors to advise subscribers of products and services via outbound engagement calls with a customer-centric approach.
  • Help FT readers improve the benefits of their trial and/or subscription, driving conversion rates and building engagement habits, by walking readers through the website and mobile app.
  • Ask probing questions to effectively match reader interests with content, tools, features, and services available on FT.com.
  • Take the initiative to build expertise in FT content, tools, functionalities, and live events across all platforms, through continuous reading and listening to FT journalism.
  • Demonstrate resilience and positivity when making outbound calls; be self-motivated and run weekly call leads efficiently.
  • Be accountable for individual performance against Key Performance Indicators including contact rates, call acceptance rates, and engagement & retention metrics.
  • Input customer feedback following all outbound calls to support the voice of the customer program.
  • Efficiently promote and secure appointment bookings for in-depth consultations with FT Specialists.

Required Skills / Experience

  • Some customer-facing experience (e.g. basic sales or cold calling) is desirable
  • Strong ability to build customer rapport and engage them in navigating digital products
  • Curious approach with confident, skilled questioning and active listening
  • Time management skills and ability to meet regular deadlines
  • Excellent verbal and written communication skills
  • A genuine passion for delivering outstanding customer experiences
  • Curiosity about reading FT or similar journalistic content

What’s in It for You?

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, 401k and company match, inclusive parental leave packages, subsidised gym memberships and opportunities to give back to the community. Full details of our benefits are available here.

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. Additionally, we are open to accommodating specific flexible working pattern requests for all roles where feasible.

Accessibility

We are a disability confident employer and Valuable 500 signatory.

Please let us know if you require any reasonable adjustments/personalisation as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements or have any questions, email talent@ft.com and a member of our team will be happy to help.

Further Information

A reasonable estimate of the hourly range for this role is $25-$28 an hour. The successful candidate will be offered a rate within the estimated hourly range based on factors including skills, experience, training, and business needs. This range is applicable to our NYC office and may differ for other locations.

AI Use Disclosure

At the FT, we embrace innovation and the use of technology and appreciate that individuals may use AI tools as part of their job application process. Whilst we are happy for you to use AI to assist with your application, it is essential that all information provided is authentic and accurately represents your skills, experience, and qualifications.

Candidates should be aware that the use of AI throughout the application process may be supervised to ensure a fair and transparent hiring process for all.

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