Company: Runa
Location: London
Posted: April 11th, 2026
Join to apply for the Customer Experience Analyst (Specialist) role at Runa.
Runa is pioneering a first-of-its-kind payment rail that enables the seamless, global money movement at scale. Legacy banking and payment infrastructure struggles to support the demands of today's low-volume, high-velocity payouts, leading to inefficiencies in global payouts. Businesses worldwide send over $20 trillion annually in rewards, remittances, and disbursements often incurring costs of up to 50% per transaction and subjecting recipients to lengthy delays.
Runa transforms this landscape by providing a new digital payments infrastructure that empowers businesses to send digital money instantly and cost-free to anyone, anywhere. The Runa API empowers thousands of businesses to make payments to 5 billion+ consumers in 190+ countries instantly to cards, wallets, bank accounts and gift cards. Leading companies such as Sodexo, TopCashback, Perkbox, Sweatcoin, Coinbase, and Globetopper rely on Runa to facilitate instant, flexible global payouts to tens of millions of consumers.
The Customer Experience team is the key point of contact for business customers, partners and consumers for any issues they may have within the end to end payout journey, from purchase to redemption.
Our day-to-day involves working with customers, brands, data processors and internal teams to establish the right resolution to problems. We collaborate with teams across the business, including Partnerships, Finance and Product, to improve customer journeys based on feedback/trends/themes from the incoming contact we receive.
As a Customer Experience Analyst, you will be responsible for addressing, and resolving customer, and end-user issues that arise as they use our product. Ensuring a customer-centric approach that delivers world-class cSAT and helps drive customers retention and advocacy.
We have a hybrid structure with the requirement of 2 days a week at our London Office (Shoreditch High Street).
£1,000 annual L&D allowance to invest in mastering your craft, including accredited studies.
Runa Reset Days - Runa closes on the first Friday of each quarter for a well-deserved, Reset Day.
Summer Hours - In the month of August, we log off at 3pm on Fridays.
Work from anywhere for up to 45 calendar days a year.
Participation in the Employee Options pool giving you ownership in Runa.
Private Medical + Dental Health Insurance with Bupa.
Enhanced parental leave for all new parents, up to 16 weeks full pay.
Want to learn more about life at Runa and our hiring process? Visit our Candidate Hub: https://runahq.notion.site/runa-candidate-hub
We are committed to providing a hiring and working experience in which all people feel they are equally respected and valued regardless of race, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.