Job Description

About Diamond-Cube Limited

Diamond-Cube Limited, trading as Borga Money is a fast-growing remittance company revolutionising the way people send and receive money across borders. With our supper mobile app, we aim to make global money transfers seamless, fast and affordable. As we expand our presence in the UK and beyond, we are focused on building a world-class customer experience that earns trust and drives loyalty.

Role Overview

We are looking for a Customer Experience Lead to take ownership of the end-to-end customer journey across our mobile app and support channels. This role is critical to ensuring that every interaction our users have with DCL is intuitive, helpful, and aligned with our brand promise.

You will lead the design and execution of customer experience strategies, drive improvements based on user feedback and data and work closely with Product, Support, Marketing and Compliance teams to deliver an exceptional customer experience.

Key Responsibilities

Own the customer journey across the mobile app, support channels and operational touchpoints. Develop and implement a customer experience strategy that aligns with business goals. Monitor and analyze customer feedback, reviews, and support metrics. Identify pain points and lead cross-functional initiatives to improve customer satisfaction and retention. Collaborate with product and design teams to ensure user feedback informs app updates and features. Oversee customer support processes, tools, and training to ensure high-quality service. Lead or contribute to the development of help center content, FAQs, and in-app guidance. Serve as the voice of the customer internally, advocating for user-centric improvements.
Requirements

5+ years of experience in customer experience, support, or user success roles, ideally in fintech, remittance, or mobile app-based businesses. Proven experience leading customer experience or service improvement initiatives. Strong understanding of customer journey mapping and CX metrics. Excellent communication and problem-solving skills. Ability to manage cross-functional projects and influence stakeholders at all levels. Experience with support platforms like LiveAgent or similar tools. Experience working in regulated financial environments. Familiarity with multilingual or international customer bases. Knowledge of remittance industry trends and compliance considerations. Passionate about customer advocacy and continuous improvement.
Job Type: Full-time

Schedule:

Monday to Friday
Work Location: In person

Application deadline: 05/06/2025
Reference ID: CELO25