Job Overview
Location
Bulgaria
Job Type
Full-time
Category
Customer Success
Date Posted
April 23, 2026
Full Job Description
đź“‹ Description
- • As the Lead of Customer Experience Insights at Tide Platform Limited, you will champion the voice of the customer by aggregating feedback from surveys, tickets, reviews, and interviews to drive product improvements and operational excellence.
- • You will lead the member-facing content team to ensure Help Center articles, FAQs, and macros are accurate, tone-appropriate, and optimized for self-service, reducing contact volume and improving customer experience.
- • You will analyze qualitative and quantitative data (NPS, CSAT, CES) to identify trends and root causes, delivering actionable insights that inform product, engineering, and operations teams.
- • You will collaborate cross-functionally to close the feedback loop, ensuring customer insights translate into tangible roadmap initiatives and process improvements.
- • You will recruit, mentor, and develop a high-performing team of Content Writers and Insight Analysts, fostering a culture of customer empathy, accuracy, and accountability.
- • You will optimize feedback mechanisms, standardize tone and quality across markets, and act as an early warning system for shifts in customer sentiment.
- • Tide is a global fintech serving over 1.8 million SMEs across the UK, India, Germany, and France, with a mission to help small businesses save time and money through innovative banking and administrative solutions.
- • The company operates with a hybrid work model, values diversity and inclusion, and supports employee growth through learning budgets, wellness programs, and flexible working arrangements.
- • In this role, you will gain leadership experience in a fast-paced, data-driven environment, deepen your expertise in customer experience analytics, and directly impact how Tide serves its global member base.
🎯 Requirements
- • 6+ years of experience in Customer Experience, Analytics, or Root Cause Analysis (RCA) focused roles
- • Proven experience managing teams that drive change and influence cross-functional stakeholders
- • Strong background in content strategy and managing customer education initiatives
- • Ability to synthesize complex qualitative and quantitative data into clear, actionable narratives
- • Experience with support platforms such as Zendesk or Kustomer and understanding of how insights impact operational efficiency
- • Skilled communicator comfortable challenging stakeholders with data to advocate for the customer’s voice
🏖️ Benefits
- • 25 days paid annual leave
- • 3 paid days off for volunteering or learning and development activities
- • Extended maternity and paternity leave covered by the company
- • Personal learning and development budget
- • Additional health and dental insurance
- • Mental wellbeing platform
- • Fully covered Multisports card
- • Food vouchers
- • Snacks, light food, and drinks in the office
- • Transportation bonus for hybrid commute
- • WFH equipment allowance
- • Sabbatical leave
- • Share options
Skills & Technologies
About Tide Platform Limited
Tide Platform Limited is a UK-based financial technology company providing business banking services to small and medium-sized enterprises. It offers digital current accounts, expense cards, invoicing, accounting integrations, and credit products through a mobile-first platform. Operating under an e-money licence with banking services provided by ClearBank, Tide serves over 500,000 UK businesses. The company focuses on streamlining financial administration for entrepreneurs, freelancers, and growing companies through automated features and integrations with accounting software like Xero and FreeAgent.
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