Customer Success Process Design & Innovation (m/f/d)

Raisin is the world's leading platform for savings and investment products. Founded in 2012, the FinTech connects consumers with banks in the EU, the UK and the US. This gives consumers better interest rates and banks a diversified form of refinancing. Our vision is to offer savings and investments without barriers and thus open up the global 160 trillion euro market.

Raisin currently employs more than 800 people from over 75 countries worldwide. Today, the platform holds over 80 billion euros in assets from more than one million investors which have accrued over 5 billion euros in returns.

Team

Customer Success Process Design & Innovation (m/f/d) role is part of Raisin’s Customer Service organization.  We lead the Customer Service automation agenda, working closely with Product and Tech to identify opportunities for automation and operational efficiency.
We design, optimize, and standardize processes that support scalable operations, ensure compliance, and reduce unnecessary complexity.
Our team acts as a bridge between operational practice, product development, risk, and regulatory requirements — ensuring that complex topics become simple, reliable workflows for our service teams and customers.

Your Responsibilities

• Design, document, and implement customer service processes, large-scale rollouts, and automation initiatives to improve operational efficiency and customer experience.
• Own end-to-end workflow implementation — from requirement gathering and process design to rollout, stabilization, and structured handover to operations.
• Build subject-matter expertise quickly in new or complex domains to ensure accurate, scalable, and compliant process design, even in unfamiliar areas.
• Identify operational risks and embed appropriate controls within new processes to ensure quality, consistency, and regulatory alignment.
• Collaborate cross-functionally with Product, Tech, Compliance, and Operations to ensure feasibility, alignment, and seamless execution of initiatives.
• Translate complex topics into clear, executable documentation and practical operational frameworks that enable smooth adoption by frontline teams.
• Proactively identify inefficiencies and bottlenecks, take ownership of improvements, and independently drive initiatives forward across teams.

Your Profile

Must-have

• Strong analytical and structured thinking skills.
• Proven experience in process management, customer or B2B service operations, or business analysis.
• Excellent stakeholder management and cross-functional communication skills.
• A fast learner who is comfortable digging into topics and contexts that are new to them.
• High proactivity, ownership, and ability to work autonomously.
• Fluency in English (written and spoken).

Nice-to-have

• Experience in financial services or another regulated industry.
• Familiarity with process visualization or collaboration tools. 
• Knowledge of Lean or continuous improvement principles.
• German language skills (optional).

Join our mission, join our team – and grow with us!

At Raisin, we care about each other and it is one of our top priorities to foster an open and caring environment in which everyone feels welcome and comfortable. Our culture is strongly driven by our ambitious team, which connects more than 75 different nationalities.

As part of our team, you will benefit from:

• Employee Development Budget of €2,000 and four full training days per year.
• Flexible working hours, home office and 30 vacation days.
• A company pension scheme (Betriebliche Altersvorsorge), which we support with 20%.
• Enjoy more than 50+ different sports with Urban Sports Club: We subsidize your membership with more than €20 per month. 
• Do you miss being in the office? The Deutschland Ticket gets you there, which we subsidize with €25 per month.
• Love cycling? With JobRad, lease the bike of your choice and enjoy tax savings, plus Raisin covers your monthly insurance costs.
• Hungry all the time? Snacks, daily fresh fruit as well as drinks provided at the office.
• You are moving from another country or city to join us? We may support your relocation.

Raisin Applicant Privacy Policy

We value diversity and the unique experiences each individual brings. If you’re excited about this role but don’t meet every requirement, we still encourage you to apply.

We are an equal opportunity employer and are committed to creating an inclusive environment for everyone, regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.