Customer Experience Associate

Overview

The IFRS Foundation is hiring a Customer Experience Associate for a fixed-term 18-month contract in London. Reporting to the Customer Experience Manager, this role is centered on strengthening service delivery for one or more earned revenue product lines. You will act as a key contact for customers, resolving issues, answering questions, and helping build the internal processes and systems that support sustainable, high-quality customer service.

The position calls for someone who is proactive, customer-focused, and comfortable working across both client interactions and operational work. The aim is to improve the customer journey, reduce recurring issues, and create long-lasting value beyond the contract period.

Client Management

• Handle incoming customer enquiries across multiple product lines and respond within 24 hours, either by resolving the issue or acknowledging it promptly.
• Develop strong customer relationships and work to maintain satisfaction with the Foundation’s products and services.
• Raise and process orders while ensuring products and services are delivered correctly.
• Coordinate with third-party vendors on the Foundation’s behalf where required.
• Share progress and outcomes with relevant stakeholders.
• Build deep knowledge of the main product area so you can guide and support customers effectively.
• Gain working knowledge of other earned revenue product lines to provide backup support when needed.
• Identify recurring customer themes and issues so the team can use them to improve service and operations.
• Log customer feedback and suggestions in Salesforce.

Operations, Reporting and Tracking

• Work with the Finance team when needed to resolve sales and payment discrepancies for certain product lines.
• Monitor and report on team interactions with customers to support timely responses and service quality.
• Take on operational work related to programme development, user research, and rollout of new offerings.
• Support marketing planning and delivery for relevant product areas, including email activity, reseller coordination, and go-to-market execution.
• Maintain accurate systems and records for customer status and contact details.
• Use Salesforce reports and dashboards to track KPIs.
• Keep process and procedure documents up to date and improve them where needed.
• Provide flexible support for team activities such as webinars, conferences, and product-related projects.

Skills and Qualifications

• Prior experience in customer service or a similar client-facing role.
• Strong verbal and written communication skills.
• Excellent service orientation and customer care.
• Good organisational ability and the confidence to work independently.
• Ability to manage several customer requests at the same time.
• Calm, patient, and adaptable when priorities change or pressure is high.
• Strong problem-solving ability.
• Exposure to Salesforce or another CRM platform.
• Professional approach with a collaborative, team-focused attitude.
• Comfort using Microsoft Office, including Excel.
• Knowledge of e-commerce, international shipping, and logistics would be advantageous.

About the Organisation

The IFRS Foundation develops financial reporting standards that help companies meet the changing information needs of global capital markets. Its work is focused on supporting trust, economic growth, and long-term financial stability through high-quality reporting and meaningful international collaboration.

Additional Information

Application closing date: 10 July 2026.

The organisation may begin interviewing before the deadline and may close the vacancy early if a suitable candidate is found.

Working Culture and Benefits

• Work that contributes to the public interest.
• Opportunities to collaborate with a wide range of international experts.
• Inclusive, cooperative team environments.
• Interesting and intellectually demanding projects.
• Flexible working arrangements.
• A variety of specialisms across the organisation.
• Scope for ongoing professional development and career growth.
• A strong commitment to diversity and inclusion as core strengths of the workplace.