Public summary
Join a leading global meal kit provider as a Customer Experience Lead within their Global Customer Experience team. This role focuses on evolving global compensation frameworks to enhance customer satisfaction and cost-effectiveness through strategic leadership, data-driven insights, and cross-functional collaboration. The position offers opportunities for global impact, career growth, and a supportive benefits package including relocation assistance and language learning support in Berlin, Germany.
Responsibilities
Develop and lead the global strategy for error categorization and compensation frameworks to enhance customer experience and operational efficiency. Drive experimentation and oversee A/B testing to inform compensation logic improvements that optimize customer retention and cost balance. Manage policy governance for fraud and compensation globally, ensuring consistency and scalability. Collaborate cross-functionally with operations, technology, and local markets to align recovery strategies. Mentor team members to elevate expertise within the customer experience group.
Qualifications
Proven expertise in customer experience strategy with strong customer empathy, especially in handling complex issue resolution. Advanced analytical and business skills, including proficiency in SQL and Excel, to interpret data and guide strategic decisions. Strong stakeholder management with ability to align diverse teams globally. Demonstrated project management skills to drive global initiatives from conception through execution. Comfortable working in a dynamic, fast-paced environment with a strategic and pragmatic mindset.