Ep. 36 Creating Wow Moments: how to scale and provide excellent customer service

Pierre Cahuzac leads product for Revolut Business, overseeing the team behind its latest redesign and rebuild.He shares how past roles shaped his leadership and the thinking behind building features and tools that help businesses thrive.In this episode, host Alex Carril and Pierre discuss:- Lessons from a varied career and how they shape his work as Head of Product- What winning a Revolut 10x Award for embodying ‘Get It Done’ means to him- The goal and vision behind the latest version of Revolut Business — RB5- Key innovations helping businesses manage and streamline their finances- How Revolut Business is positioned to compete and lead in today’s market- Pierre’s interesting career journey and why he decided to join Revolut 5+ years ago- Incorporating yesterday’s learnings into effective leadership today- Balancing a career in product with family and personal passions- The trait that makes Revolut employees unique- His advice for new leaders who have to make high-stakes decisionsFollow Revolut Insider on Instagram: ⁠revolut.la/RevolutInsider⁠View open career opportunities at Revolut: revolut.la/Careers⁠

What does it take to lead support for a company that serves millions of customers every day?Kheng Zhun Yeoh, General Manager for Customer Operations & Support, oversees the teams who make that possible. He shares what keeps things running smoothly behind the scenes, and what he looks for in the next wave of talent.In this episode, host Alex Carril and Kheng discuss:- What goes into providing exceptional support for 55+ million customers worldwide- The 3 key pillars that keep service consistent at scale- Why problem solving matters, both on the front lines and behind the scenes- How tech and AI are used to provide better customer experiences- Career lessons from Kheng’s years in operations leadership- How he applied his experience in the automotive industry to fintech- Valuable skills that are transferable to any industry- Advice for support professionals who want to deliver a wow experience- Tips for future support team members on how to stand out in interviews- What Kheng looks for when hiring into his teamFollow Revolut Insider on Instagram: ⁠revolut.la/RevolutInsider⁠View open career opportunities at Revolut: revolut.la/Careers⁠

Landing your first job in tech is competitive. Fortunately, there’s a lot you can do to stand out.Karolina Kubala, Employer Branding Manager, shares practical advice learned from years of developing Revolut’s Talent Programmes, plus what she wishes more applicants knew.In this episode, host Alex Carril and Karo discuss:- How she got started in employer branding through an internship- What makes a standout candidate, and tips for applying to competitive programmes- Karo’s perspective on changing careers and exploring different fields- How her role has evolved since starting at Revolut- A breakdown of Revolut’s internship and graduate programmes- What interns and grads can expect when they start at Revolut- Why building new skills is key to career growth- The balance of technical vs. soft skills when hiring new talent- The biggest mistake Karo sees interns and grads make- What to know about working at Revolut before joiningJoin the Rev-celerator Community to be the first to hear about  our internship and graduate programmes, events, and opportunities: https://revolut.la/3GD22nXView open career opportunities at Revolut: ⁠revolut.la/Careers⁠Follow Revolut Insider on Instagram: ⁠revolut.la/RevolutInsider

What’s the secret to a successful career pivot?Dmytro Vozniuk started his journey at Revolut as a Customer Support Specialist. He made a complete career transition into engineering thanks to Revolut’s Spires programme, which offers employees a pathway to transition into tech.Now a front-end engineer, Dima talks about what it took to balance full-time work with learning to code, and how his experience in support gives him an edge in his latest role. In this episode, Alex and Dima discuss:- Making a change from the Support to Tech team through Revolut’s internal Spires programme- The reality of balancing full-time work with studying for a new career- His latest role and the satisfaction of becoming a front-end engineer- Takeaways from his time in Support that help him in his new role- A typical day as a front-end engineer at Revolut- What made Dima decide to pursue this new career path- Advice to those considering exploring a career in tech- Dima’s experience relocating to start a career at Revolut- Overcoming self-doubt and imposter syndrome in a new role - The skills that have been critical to Dima’s successFollow Revolut Insider on Instagram: ⁠⁠⁠revolut.la/RevolutInsider⁠⁠View open career opportunities at Revolut: ⁠⁠⁠revolut.la/Careers⁠⁠

What makes a company stand out to top talent?Employer branding isn’t just about flashy career pages. It’s about telling the real story of what it’s like to work somewhere.Svetlana Kochkina, Head of Employer Branding, joins the conversation with host Alex Carril to talk about what goes into shaping a company’s reputation as a great place to work.In this episode, Alex and Sveta discuss:- An overview of employer branding and why it’s important for companies- How Sveta found herself in this field- Her decision to move from a Big 4 to Revolut- What goes into being the Head of Employer Branding- Challenges faced when scaling global hiring efforts- Tips for jobseekers when looking into a potential employer- The impact of showcasing authentic employee experiences- Sveta’s #1 question for applicants to ask during interviews-- A common mistake she sees people make when applying for jobs- Why Sveta enjoys working at Revolut and her advice to her younger selfFollow Revolut Insider on Instagram: ⁠revolut.la/RevolutInsider⁠View open career opportunities at Revolut: ⁠revolut.la/Careers⁠

How does customer feedback serve as a catalyst for new business initiatives?Melina Dimoula gives an in-depth look at her role as a Business Development Manager by sharing examples of features she’s brought to market based on customer feedback.She explains how being a part of the Global Business team is more than just responding to feedback. It’s about prioritisation, profitability analysis, and smart negotiation.In this episode, Alex and Melina discuss:- What goes into being a Business Development Manager- Prioritising customer feedback for new Revolut features, like Bizum for customers in Spain- The process behind deciding which features to bring to market- Other recent features Melina’s team helped launch, such as cash deposits in the UK- How to approach and deliver on large-scale projects- Adapting strategies when unexpected challenges arise- What made Melina decide to join Revolut and what she’s gained since working here- How to build mutually beneficial partnerships in business- Her view on compromise when it comes to deal-making- Measuring your own success while driving change and business impact

A Krakow native, Arek Biela, shares his experience building a career in a leading fintech as a Lead Software Engineer in one of Europe’s tech hubs.He’s not only participated in Revolut’s 10X growth by developing Android functionality for several features, but he’s also had a hand in shaping hiring processes, so engineers can have a better candidate experience.In this episode, Alex and Arek discuss:- Arek’s start as an Android Engineer at Revolut - Biggest challenges he’s faced while being a part of 10X growth- How his perspectives on engineering and problem-solving have evolved- What you need to overcome when building tech at scale to see your career grow- Arek’s story of persistence to push boundaries and lead by example- Insight into how Revolut’s Engineering team balances speed with quality- Shaping the hiring process for engineers- How finding the best talent goes beyond technical skills- The importance of demonstrating ownership and teamwork capabilities- Krakow’s developing tech community and Arek’s tips to get more involvedFollow Revolut Insider on Instagram: ⁠https://revolut.la/RevolutInsider⁠View open career opportunities at Revolut: ⁠https://revolut.la/Careers⁠

As a product leader, Francesco Bovo gives an overview of his approach to simplifying the complex when it comes to product design, and how building products starts with creating a seamless customer experience. From his contribution on the Donations team to connecting customers with causes they care about, to developing RevPoints that lets customers earn rewards, Francesco’s work focuses on creating products that drive meaningful impact. In this episode, Alex and Francesco discuss: - His early learnings in product about creating a seamless user experience - How Francesco led the Donations team to connect customers with diverse causes - One skill Francesco thinks is necessary for product professionals  - Developing Revolut’s loyalty programme — RevPoints — and how it rewards customers - Whether an easy-to-use rewards system can change the way customers use Revolut  - Francesco’s mindset behind simplifying the complex and the creative art of giving back - The importance of focusing on product simplicity in a chaotic, digital world - Empathy’s integration into products and Revolut’s Never Settle approach on quality - AI and new technologies playing a role in product design - How Francesco finds his own inspiration to continue building products that help people around the world Follow Revolut Insider on Instagram: ⁠https://revolut.la/RevolutInsider⁠ View open career opportunities at Revolut: ⁠https://revolut.la/Careers⁠

Rachel Nelson, Recruitment Manager, shares how the Bar Raiser interview sets the standard for finding talent that aligns with Revolut’s company culture. From her role in global recruitment, she talks about what makes working at Revolut so rewarding and offers practical tips and advice to excel in the Bar Raiser stage of the hiring process. In this episode, host Alex Carril and Rachel discuss: - Rachel’s role as a Recruitment Manager - What she enjoys most about working at Revolut - Being a people person and finding her path in recruitment - How an internship can give you the skills and experience for a successful career - Why she decided to join Revolut and work on global recruitment efforts - Revolut’s skills-based approach to attract diverse talent - How global recruitment promotes thought diversity and leads to a global brand - Rachel breaks down the Bar Raiser interview and how it relates to company culture - What to expect and her top tips to succeed during this recruitment stage - How her bouldering hobby parallels her professional work Follow Revolut Insider on Instagram: ⁠https://revolut.la/RevolutInsider⁠View open career opportunities at Revolut: ⁠https://revolut.la/Careers⁠

What does it take to be revolutionary? In this special episode, host Alex Carril sits down with Sophie Tea — a true industry disruptor and revolutionary artist — to chat about smashing traditional barriers and making art more accessible. Sophie’s story is about rewriting the rules — a philosophy that resonates with how Revolut approaches the future of finance: bold thinking, fresh ideas, and limitless potential. In this episode, Alex and Sophie discuss:  - How it feels to be named a revolutionary artist - The motivation behind her art direction - Redefining traditional spaces and breaking down barriers - Sophie’s start and journey into the art world - The impact building confidence has to inspire future leaders - Balancing the creative and business sides of entrepreneurship - Sophie’s advice to aspiring artists - What inspired Charity Shop Hunt - Technology’s influence in the art space - How being an industry disruptor is key to being revolutionary Follow Sophie Tea on Instagram: @sophieteaart Follow Revolut Insider on Instagram: https://revolut.la/RevolutInsider⁠ View open career opportunities at Revolut: ⁠https://revolut.la/Careers⁠