About the FT

The Financial Times is one of the world’s leading business news organizations, recognized internationally for its authority, integrity, and accuracy. The FT has a record paying readership of over one million, three-quarters of which are digital subscriptions. It is part of Nikkei Inc., which provides a broad range of information, news, and services for the global business community. We have offices in more than 35 cities, including London, New York, Hong Kong, Beijing, Manila, Sofia, San Francisco, and Tokyo. 

 

Join us and find an inclusive and fast-paced environment with unique opportunities to support every step of your career. Learn more about the FT, including announcements and career opportunities, at aboutus.ft.com.

 

Role Overview

The Financial Times is a leading publisher read by 2 million people every day. The FT prides itself on delivering outstanding, proactive and engaging customer care to its readers.

 

The Customer Experience Team is a developing part of the FT Customer Care strategy and we have an exciting opportunity where you will talk directly to subscribers and deliver a personalized, interactive experience to help them take advantage of the benefits of their subscription. 

 

You will gain exposure working as part of a global media brand in a growing digital age striving to continuously enhance the FT customer experience. 

 

In this role you will work to the following outcomes:

  • Engage FT subscribers globally at all levels of seniority from a broad range of industries and sectors and inform subscribers of products and services via outbound engagement calls, with a customer centric approach.

  • Help FT readers maximize the benefits of their subscription and demonstrate the value of the FT by matching interests and requirements to content, tools and features.

  • Demonstrate resilience by having a positive attitude when making outbound calls, adapting to change within outbound campaigns, and being self-motivated.

  • Conduct research from different platforms to prepare for the outbound calls, this can include understanding FT’s most read content, and subscriber behaviors. 

  • Deliver ad-hoc projects on a regular basis to support the FT’s efforts to better understand our subscribers and present these findings to stakeholders.  

  • Help to identify product improvement opportunities by capturing customer feedback to collaborate with different teams to drive potential change.

  • Become a subject matter expert for content, tools and features on all FT platforms.

  • Effectively share best practices, experiences, and research findings with colleagues, to help shape future customer conversations and outbound campaigns.

  • Be accountable for your individual performance against Key Performance Indicators including contact rates, call acceptance rates, engagement & retention impact. 

What experience/skills do I need to be successful in this role? 

 

  • 2+ years of experience in a customer facing role (preferably with a call center or customer experience role)

  • The ability to verbally engage, interact by asking questions and persuade on the phone

  • Have a data-driven mindset

  • Ability to self-manage time according to regular deadlines

  • Excellent verbal and written communication skills

  • Active listening skills and attention to detail

  • A passion for customer experience 

  • Enjoys reading FT content or similar content

 

We would provide training:

 

  • To become a subject matter expert on FT content and platforms

  • To enable expansive, personalized conversations with subscribers

  • To retain customers and encourage upselling


 

What’s in it for you? FT Culture & Benefits

 

As an FT employee, you can expect:

  • Generous paid time off including vacation, personal days, sick days

  • Comprehensive health, vision, dental, and life & disability insurance for employees and their families

  • Competitive 401k and company match, Flexible Spending Account (FSA) and commuter benefits 

  • Paid parental leave (maternity & paternity) 

  • Flexible and Hybrid working 

  • Other great perks such as summer Friday’s, volunteer days and in-office events

  • Employee Resource Groups which promote and celebrate diversity and inclusion in the workplace by connecting, engaging and empowering individuals across the organization 

 

Here at the FT, we encourage you to bring your whole self to work. We know our most valuable resources are our people, we embrace the unique skills, experiences, and perspectives that each of our employees brings with them --  it’s what helps us build a great product and even better teams. 

We welcome all members of the community to apply regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Benefits
Our benefits vary depending on location, but we are committed to providing best in class perks across all our offices as well as an inclusive environment to develop your career. Examples of our benefits include; generous annual leave allowances, flexible working, medical cover, and enhanced maternity & paternity packages. Full details of our benefits can be found here.

Further information
Candidates should be aware that new employees will be required to be vaccinated by their start date, meaning they have received all of the recommended doses for either a one dose or two dose COVID-19 vaccine, and provide proof of vaccination status (e.g. CDC COVID-19 Vaccination Record Card) , which will be kept confidential. We are an equal opportunity employer, and will provide a reasonable accommodation to those who are unable to be vaccinated due to a sincerely-held religious belief or a medical disability where it does not pose an undue hardship on the Company.


At the FT, we know our most valuable resources are our people and we embrace our employees’ unique skills, experiences, and perspectives. We are committed to providing an inclusive working environment for all. We are an equal opportunities employer that seeks to recruit and appoint the best talent regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, veteran status, socio-economic background, religion and/or belief. We also promote flexible working and will consider specific requests around flexibility for all roles where it can be accommodated. We aim to treat all employees in a fair and consistent manner, promote good working relationships to encourage high standards of conduct and performance within a work environment free from harassment, bullying, and discrimination. Please let us know if you require any adjustments as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements or have any questions, please contact a member of our HR team who will be happy to help.

 

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As part of the FT’s commitment to equality, diversity and inclusion, in this section we ask for information to help us measure the effectiveness of our equal opportunity policies.

This information is voluntary and your application will not be treated differently based on whether or not you provide these details.

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For further information, please see our candidate privacy notice. If you have any questions, please contact privacy.officer@ft.com for queries on data protection or talent@ft.com for queries on the recruitment process.

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