Pleo

2 months ago

Strategic Programme Manager - Customer Experience

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Own and drive digital customer experience programs across help center strategy, customer education content, community, and self-serve journeys. Lead improvements to findability, search, and content structure, then use customer insight and operational data to prioritize what matters. Partner cross-functionally to launch AI and automation for self-serve support, establish measurement and governance, and help customers find answers faster with reduced effort.

Location: Lisbon

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Mid level

Key Responsibilities

•Own and drive digital content and self-service CX programs, including help center strategy, knowledge content, education content, customer community, and self-help journeys.
•Improve help center experience by identifying content gaps, structural issues, search friction, and opportunities to increase findability, usefulness, and resolution.
•Build and improve self-serve customer journeys to reduce effort, improve issue resolution, and increase time-to-value.
•Partner with cross-functional teams to launch AI and automated self-serve solutions, including intelligent guidance, workflow automation, chatbot experiences, and content recommendations.
•Establish measurement and governance for digital self-service performance, including adoption, engagement, content usefulness, containment, search success, and customer effort.

Key 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 and understanding of how digital touchpoints affect customer effort, satisfaction, resolution, 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 solutions for self-service, including chatbot optimization, intelligent content experiences, or automated workflows.
•A structured, analytical mindset to identify friction, prioritize improvements, and translate insight into action.

Experience:SaaSFintechDigital environmentCustomer experienceDigital self-service

Skills:Cross-functional collaborationWritten communicationContent judgmentStructured thinkingExecution

Languages:English

Tech Stack:ZendeskSalesforceGainsightLookerTableauPower BIJiraAsanaSlackCRMBI/reporting toolsWorkflow toolsChatbotAI automation

Company Brief

Pleo

Provides spend management software that helps businesses issue company cards, control expenses, automate reimbursements, and track team spending in one platform. Aims to simplify financial workflows for modern companies.

Industry: Fintech Infrastructure

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Headquarters: Copenhagen, Denmark

Founded: 2015

Website LinkedIn

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Pleo

2 months ago

Strategic Programme Manager - Customer Experience

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Location: Lisbon

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Mid level

Key Responsibilities

•Own and drive digital content and self-service CX programs, including help center strategy, knowledge content, education content, customer community, and self-help journeys.
•Improve help center experience by identifying content gaps, structural issues, search friction, and opportunities to increase findability, usefulness, and resolution.
•Build and improve self-serve customer journeys to reduce effort, improve issue resolution, and increase time-to-value.
•Partner with cross-functional teams to launch AI and automated self-serve solutions, including intelligent guidance, workflow automation, chatbot experiences, and content recommendations.
•Establish measurement and governance for digital self-service performance, including adoption, engagement, content usefulness, containment, search success, and customer effort.

Key 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 and understanding of how digital touchpoints affect customer effort, satisfaction, resolution, 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 solutions for self-service, including chatbot optimization, intelligent content experiences, or automated workflows.
•A structured, analytical mindset to identify friction, prioritize improvements, and translate insight into action.

Experience:SaaSFintechDigital environmentCustomer experienceDigital self-service

Skills:Cross-functional collaborationWritten communicationContent judgmentStructured thinkingExecution

Languages:English

Tech Stack:ZendeskSalesforceGainsightLookerTableauPower BIJiraAsanaSlackCRMBI/reporting toolsWorkflow toolsChatbotAI automation

Company Brief

Pleo

Industry: Fintech Infrastructure

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Headquarters: Copenhagen, Denmark

Founded: 2015

Website LinkedIn