(Senior) Customer Service Manager – Investment and Pension Products (m/f/d)

Raisin is the world's leading platform for savings and investment products. Founded in 2012, the FinTech connects consumers with banks in the EU, the UK and the US. This gives consumers better interest rates and banks a diversified form of refinancing. Our vision is to offer savings and investments without barriers and thus open up the global 160 trillion euro market.

Raisin currently employs more than 800 people from over 75 countries worldwide. Today, the platform holds over 80 billion euros in assets from more than one million investors which have accrued over 5 billion euros in returns.

Team

Process Knowledge Management (PKM) at Raisin owns all operational knowledge and documentation, as well as maintains and continuously improves existing processes, supporting scalable operations by integrating insights from other CS teams Q. Working closely with Process Design & Innovation, PKM provides deep area expertise during the design and rollout of new processes and takes ownership once they move into long-term use.
The team combines domain knowledge, structured process thinking and AI-supported content creation to ensure that CS at Raisin operates with clear, simple and reliable processes .

Your Responsibilities

This role sits in a growing and evolving area of the business. As the Subject Matter Expert for Investment & Pension Products (IPP) within CS. You will be expected to understand customer and agent journeys, identifying friction points, and translating complex investment and pension topics into clear, usable, and compliant processes and communication. We’re looking for someone with a background in customer experience within investment and pension products, who is a self-starter who enjoys learning, problem solving and continuous improvement.

• Own knowledge, documentation and process management for Investment & Pension Products (IPP) within CS.ct as the main point of contact for the IPP area and ensure alignment with internal CS teams, external partners and Product teams.

• Drive regular agent-shadowing and data-gathering agenda to understand operational challenges, capture insights and translate them into process and documentation improvements.

• Proactively improve, simplify and standardize content, leveraging AI-supported tooling.

• Own and maintain customer-facing knowledge and documentation for IPP, to support self-service and ticket deflection

• Independently assess, prioritize, and handle requests from internal and external stakeholders in an environment with evolving requirements.

• Support audit-related activities and maintain compliance documentation related to IPP.

• Contribute IPP expertise to PDI-led projects by supporting the research, design, documentation, and rollout of new or revised processes, ensuring alignment with operational constraints and long-term sustainability.

• Lead the deployment of Lean ways-of-working in the IPP area CS organization.

• Own IPP CS feature requests to Product, ensuring business impact and operational needs are clearly represented.

• Own projects and responsibilities end-to-end from problem discovery and analysis through solution design, rollout and team adoption.

Your Profile

• Background in finance,banking or financial services - ideally with exposure to investment and pension products.

• Experience in customer experience, operations or process management, preferably in a regulated environment.

• Strong ability to translate complex product or regulatory topics into clear, practical guidance.

• Confident stakeholder management skills across operational, product, and compliance-focused teams, as well as external partners.

• Comfortable taking ownership and driving initiatives independently.

• Project management skills with experience in owning initiatives end-to-end.

• Interest in automation and AI, with a curiosity to apply new tools.

• Analytical, structured and improvement-oriented mindset.

Join our mission, join our team – and grow with us!

At Raisin, we care about each other and it is one of our top priorities to foster an open and caring environment in which everyone feels welcome and comfortable. Our culture is strongly driven by our ambitious team, which connects more than 75 different nationalities.

As part of our team, you will benefit from:

• Employee Development Budget of €2,000 and four full training days per year.

• Flexible working hours, home office and 30 vacation days.

• A company pension scheme (Betriebliche Altersvorsorge), which we support with 20%.

• Enjoy more than 50+ different sports with Urban Sports Club: We subsidize your membership with more than €20 per month.

• Do you miss being in the office? The Deutschland Ticket gets you there, which we subsidize with €25 per month.

• Love cycling? With JobRad, lease the bike of your choice and enjoy tax savings, plus Raisin covers your monthly insurance costs.

• Hungry all the time? Snacks, daily fresh fruit as well as drinks provided at the office.

• You are moving from another country or city to join us? We may support your relocation.

Raisin Applicant Privacy Policy

We value diversity and the unique experiences each individual brings. If you’re excited about this role but don’t meet every requirement, we still encourage you to apply.

We are an equal opportunity employer and are committed to creating an inclusive environment for everyone, regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.