As a Group Customer Care Performance & Insights Manager, you will play a key role in driving customer experience excellence across our markets. You will be responsible for tracking Customer Care-related performance, ensuring consistent standards across countries, and turning customer feedback and data into actionable improvements.

Reporting directly to the Group Chief Customer Experience Officer, you will collaborate with local CX teams and lead performance alignment initiatives across Iute’s operational countries. This is a high-impact role for someone who thrives on structure, data, and creating seamless customer journeys.

Your key responsibilities

  • Monitor and analyze Customer Care and aftersales performance metrics across multiple countries and touchpoints (e.g. branch, call center).

  • Identify patterns, pain points, and gaps in the customer care journeys that impact satisfaction and sales.

  • Lead or support initiatives in root cause analysis, process improvement, and operational efficiency.

  • Act as the main coordination point between Group and Country-level CX teams.

  • Align Customer Care standards, KPIs, and reporting practices across all markets.

  • Build and maintain dashboards and reports that combine Customer Care complaints, and performance metrics.

  • Facilitate workshops, knowledge-sharing sessions, and performance reviews at the group level.

  • Ensure measurable improvements in Customer Care and sales as a result of implemented initiatives.

Requirements and qualifications

  • 5+ years of experience in Customer Care, Performance Analysis, Business Process Management, or similar fields (preferably in financial services).

  • Proven experience in cross-country or regional roles.

  • Strong analytical skills and data literacy (Power BI, Tableau, or Excel dashboards).

  • Familiarity with Customer Care metrics and process improvement methodologies.

  • Excellent stakeholder communication and coordination skills.

  • Hands-on, solutions-oriented, and proactive mindset.

  • Willingness to travel up to 25% across operational countries.

Application deadline:

May 16, 2025

To apply for this position, please submit your CV or send your Linkedin profile to hr@iute.com or feel free to contact us, if you have additional questions!

This position requires on-site presence at our Tallinn office.

Who we are?

Founded in 2008 in Estonia, Iute Group is a fintech pioneer specializing in consumer finance, payments, banking, and insurance. We are listed on the Frankfurt and Nasdaq Baltic stock exchanges and are committed to creating the best personal finance experience by combining fintech innovation with a human approach. Our operations span across Albania, Moldova, North Macedonia, and Bulgaria.

Why work at Iute Group?
  • You will be part of a high-growth fintech company that is on its way to becoming a convenient and fast neobank.
  • You will be creating solutions that help digitalize the Balkan and Moldovan markets.
  • You will have the resources, training, and supportive environment to create solutions that will make a difference.
  • You will get direct feedback about your work from our customers.
  • You will have an essential role in an international team of top experts.
What we offer?

  • A high-impact international role with visibility across all Iute Group markets.

  • Direct collaboration with senior leadership to shape strategic Customer Care direction.

  • A dynamic and supportive team environment focused on innovation.

  • Competitive salary with additional benefits.

  • Travel opportunities and field visits across regions.

  • Extra vacation days and support for family events.

  • Health and wellness package.

  • Access to professional development resources and events.

  • Modern office in the city center of Tallinn.

  • Participation in company gatherings and team events.