CX Designer

At Multitude, we're more than just a listed European FinTech company—we're a team driving financial innovation. We provide digital lending and online banking services that empower consumers, SMEs, and FinTechs to grow and succeed.

Powered by our Growth Platform, we operate through three business units: Ferratum, offering seamless mobile banking for consumers; CapitalBox, providing flexible financing for SMEs; and Multitude Bank, supporting non-bank lenders and FinTechs.

In 2024, we achieved €263.7 million in revenue and €20.2 million in net profit, reflecting strong financial growth. With 700+ employees across 25 countries, we're shaping the future of finance in 17 markets. Founded in 2005 in Finland, Multitude is listed on the Frankfurt Stock Exchange (MULT).

As a CX Designer, you will support the development and enhancement of customer experience tools and processes. Working under the guidance of senior team members, you will contribute to improving self-service channels, analyzing customer journeys, and identifying areas for improvement to enhance overall customer satisfaction.

Your Focus

• Assist in developing and updating self-help tools (Chatbot, Help Centre, AI Videos) to improve answer recognition rates and self-service engagement.
• Support data collection and basic analysis to understand customer journeys across various contact channels.
• Contribute to the design and testing of process improvements in voice, digital, and self-help channels.
• Collaborate with internal teams to document and report potential gaps in the customer experience.
• Escalate observed issues in business processes that may impact customer satisfaction.
• Participate in gathering and reviewing customer feedback and assist in preparing reports for service improvement.
• Help create and maintain customer journey maps and performance indicators.
• Contribute to the design and refinement of customer-centric self-help tools, focusing on user-friendly layouts and intuitive navigation.
• Assist in regular reviews of customer processes, noting recurring issues and participating in discussions on potential resolutions.
• Support project development activities by contributing to planning, documentation, coordination, and tracking tasks under supervision.

Must-have
Required Skills & Qualifications:

• Bachelor's degree in Design, Human-Computer Interaction, Psychology, or a related field.
• Basic understanding of UX principles and customer journey mapping.
• Proficiency in design tools such as Figma or Adobe XD.
• Strong analytical and problem-solving skills.
• Excellent communication and collaboration abilities.
• Attention to detail and a proactive approach to learning.

Nice-to-have

• Experience with chatbot platforms or AI-driven customer service tools.
• Familiarity with data analysis tools like Excel or Google Analytics.
• Previous internship or project experience in customer experience or UX design.

We Offer
At Multitude, we believe in empowering our employees to thrive personally and professionally. Here's what you can look forward to:

• A Truly Global Workplace – work with professionals from 40+ nationalities, bringing diverse expertise, perspectives, and a collaborative international culture.
• Hybrid & Flexible Work – we support work-life balance with remote work options and modern office spaces across Europe.
• A Culture of Growth – we invest in your future, offering LinkedIn Learning, mentorship, and professional development programmes, including HiPo and leadership development initiatives to support career advancement.
• Financial Growth Opportunities – benefit from our share purchase matching programme, allowing you to invest in your future with matched contributions and long-term financial rewards.
• Workation Programme – work remotely from different countries for up to 2 months per year, experiencing new cultures while staying connected and productive.
• Internet Allowance – monthly support for home-based connectivity.
• Mobile Phone with Data Plan – to ensure seamless communication with candidates.
• HMO Insurance – up to PHP 100,000 coverage per illness, per year.
• Complete Government-Mandated Benefits – SSS, PhilHealth, Pag-IBIG, etc.
• 13th Month Pay – guaranteed, equivalent to one-twelfth of gross salary.
• Up to 20 Days Service Incentive Leave – accrued from Day 1, usable after 3 months.

Schedule: 8 hours, Monday to Friday (aligned with CET time zone)

Important Note
As a Financial Technology company, we place a high priority on security and integrity. Candidates considered for this role will undergo a stringent background, credit, and security check. Please ensure you are ready to comply with necessary documentation and timelines if you proceed to the final stages.

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