CX Enablement Manager

Calamatta Cuschieri Moneybase plc is a privately held Financial Services Group that operates in Investment Services, Payments, and Fund Administration. With roots dating back to 1971, the Group today is evolving at a fast pace whilst keeping the same core principles — providing clients with the best service through cutting-edge technology and top professionals in their field.

Moneybase is a multi-award-winning finance platform that allows individuals and businesses to easily manage all their financial needs — from daily payments to investments, to treasury and wealth management we have got you covered.

We are committed to attracting and selecting the very best people to join our team and to creating a workplace that promotes individual career growth; we value our people and their well-being. The Group employs over 200 people from more than 30 countries around the world, with Assets Under Management and Administration exceeding €3 billion.

Role Overview

As we continue to grow and scale our operations internationally, we are seeking a Customer Enablement Manager to design and implement the full customer knowledge infrastructure for Moneybase turning scattered information into a single source of truth that empowers the Customer Operations team and lays the groundwork for AI-driven support. This is a highly strategic and hands-on role that combines deep customer experience knowledge with the ability to structure, organize, and operationalize information. The successful candidate will build scalable frameworks, drive knowledge adoption, and deliver enablement programs that enhance team capability and service quality.

Job Responsibilities

Knowledge Infrastructure & System Build

• Conduct a full audit of existing SOPs, training materials, and customer documentation to identify redundancies and gaps.

• Design the structure, taxonomy, and governance model for a unified Knowledge Base (KB).

• Select or optimize tools (e.g., Freshdesk) to host and manage the KB effectively.

• Establish version control, ownership, and update workflows to ensure long-term sustainability.

• Partner cross-functionally with Product, Compliance, and Marketing to ensure accuracy and consistency of content.

Content Creation & Enablement

• Translate complex product and process knowledge into clear, easy-to-use internal documentation.

• Develop learning content, playbooks, and quick-reference guides for Customer Support teams.

• Collaborate with the Customer Support Manager to embed the knowledge base into onboarding and daily operations.

• Create a framework for continuous learning and knowledge sharing within the team.

AI & Automation Readiness

• Design and structure knowledge assets to support future AI chatbot and self-service functionality.

• Work closely with Product and Tech teams on chatbot content, tone, and logic.

• Contribute to automation strategy by identifying opportunities for self-service and deflection.

Training & Capability Building

• Build and deliver training programs based on identified knowledge gaps and process improvements.

• Establish a feedback loop between QA, training, and performance to ensure continuous improvement.

• Measure and report on the impact of enablement initiatives on support metrics (AHT, CSAT, FCR, accuracy).

• 4+ Years’ experience in Customer Experience, Knowledge Management, or CX Enablement.

• Proven experience building or overhauling a knowledge base or training ecosystem from scratch.

• Strong grasp of customer operations, preferably within fintech, banking, or tech sectors.

• Excellent communication and content design skills (clarity, structure, tone).

• Experience with CRM, KB, or ticketing systems (Zendesk, Freshdesk etc.).

• Analytical and systems-oriented mindset able to move from high-level mapping to hands-on creation.

• Comfortable working cross-functionally and remotely with global teams.

Remuneration

We are committed to attracting and selecting top professionals to join our growing team. We value our people and are dedicated to fostering a workplace that encourages personal and professional growth.

What we offer:

• Ongoing internal training

• External training opportunities

• Study leave and sponsorship for further studies

• Opportunities for career growth

• Free health insurance

• Gym subsidy

• Mental health package

• Performance bonus

• Employee referral incentives

All Applications will be acknowledged and treated with maximum confidentiality

“The enduring goal of Calamatta Cuschieri Moneybase is that the composition of our workforce should reflect that of the communities in which we work.”

Reference: CCMT06425