Customer Experience Associate

About us

The Financial Times 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 diversity, equity and inclusion

We believe in the power of unique perspectives and want all voices in our organisation to be heard, respected and valued. A supportive workplace is one where employees feel they can be themselves and operate to their full potential. We are committed to removing barriers for everyone, with a focus on addressing those faced by 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 & Lifecycle 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 inform subscribers of products and services via outbound engagement calls with a customer centric approach. 
• Help FT readers maximise the benefits of their trial and/or subscription, driving conversion rates and building engagement habits, by walking readers through the website and mobile app. Asking probing questions to effectively match their interests to content, tools, features and services available on FT.com.
• Proactively develop knowledge of content, tools, features and live events, on all FT platforms. This includes regularly reading and listening to the FT, to understand core content and journalists.
• Demonstrate resilience by having a positive attitude when making outbound calls, being self-motivated and effectively managing call leads on a weekly basis. 
• Be adaptable to new and changing outbound campaigns that evolve with the customer lifecycle strategy. 
• Be accountable for your individual performance against Key Performance Indicators including contact rates, call acceptance rates, engagement & retention impact. 
• Input customer feedback following all outbound calls to support the voice of the customer program. 
• Effectively promote and secure appointment bookings for in-depth consultations with FT Specialists.  

Required skills and experience 

• Candidates must have some customer-facing experience e.g. basic sales, cold calls, is desirable
• Ability to build customer rapport, verbally engaging and guiding customers through a digital product in a personalised manner
• Lead with curiosity - confidently and skillfully asking questions and demonstrating active listening
• Ability to self-manage time according to regular deadlines
• Excellent verbal and written communication skills
• A passion for customer experience 
• Enjoys reading FT content or similar content

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, medical cover, 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 [email protected] and a member of our team will be happy to help.

Further information

At the FT, we embrace innovation and the use of technology and appreciate that individuals may leverage 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 monitored to ensure a fair and transparent hiring process for all.

Please beware of fraudulent job postings and offers claiming to be from the Financial Times. All legitimate opportunities will direct you to apply through the official Financial Times careers site, and the FT will never ask for financial information, payments, or referrals to third parties during the hiring process. If you have any concerns about the legitimacy of a job posting or suspect any scam activity, please contact [email protected]. 

Interested in the FT but don’t see the right role yet? Join our Talent Community to receive exclusive updates, featured jobs, and insights into working at the FT.