Strategic Programme Manager - Customer Experience
Pleo, a company building spend management solutions for 40,000+ customers, is looking for a Program Manager, Digital Content & Self-Serve CX to join its Customer Experience team. You will help design, scale and improve the digital customer experience across help content, help center strategy, community, education content and self-service journeys. This is an individual contributor role with no direct reports, leading through influence and cross-functional coordination, reporting to the Manager of Customer Success.
Responsibilities
- ▹Own and drive programs across digital content and self-service CX, including help center strategy, knowledge content, education content, customer community and self-help journeys
- ▹Lead help center improvements by identifying content gaps, structural issues and search friction
- ▹Drive digital content strategy across customer education, support content, onboarding guidance and FAQs
- ▹Build and improve self-serve customer journeys that reduce customer effort and improve issue resolution
- ▹Partner with cross-functional teams to launch AI and automated self-serve solutions, including chatbot experiences and workflow automation
- ▹Use customer insight and operational data to prioritize improvements
- ▹Establish measurement and reporting for digital self-service performance (adoption, engagement, containment, search success, customer effort)
- ▹Drive governance and content quality standards
Requirements
- ▹Program management experience in Customer Experience, Digital CX, Content Operations, Support Operations, Customer Education, Knowledge Management or a similar function
- ▹Prior Customer Experience experience with a strong understanding of how digital touchpoints impact customer effort, satisfaction and outcomes
- ▹Experience leading or supporting help center, self-service, knowledge, education content or community programs in a SaaS, fintech or digital environment
- ▹Experience driving AI and automated self-service solutions (chatbot optimisation, intelligent content, automated workflows)
- ▹Structured, analytical mindset translating insight into action
- ▹Experience with reporting and performance metrics for digital content and self-service
- ▹Strong execution skills, managing multiple workstreams without direct authority
- ▹Application must be submitted in English (company language)
Nice to have
- ▹Experience with knowledge management, help center platforms or content operations
- ▹Experience with customer education programs, academies or learning content
- ▹Familiarity with community strategy and customer engagement programs
- ▹Exposure to journey mapping, service design, automation strategy or conversational AI
- ▹Experience in fintech, spend management, B2B SaaS or digital product environments
Soft skills
About the company
Pleo builds spend solutions that make managing money seamless and empowering for finance teams and employees alike, serving 40,000+ customers. The company has 850+ people from over 100 nationalities and has been growing for over 10 years, with a vision to help all businesses 'go beyond'.