Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed.

Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their life easier and save them money.

As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere.

More about our mission.

Purpose of the role:

As the Customer Experience lead, you will play a pivotal role in shaping and enhancing the overall customer experience across all touchpoints. As Customer Experience Team Lead you will be responsible for producing meaningful insights to the business to effectively influence actions to mitigate or remove customer friction. You will be responsible for recommending improvement across Wise globally which will enable us to deliver our customer centricity goals. You will be an effective leader, working closely across all areas of Service Experience to identify key trends affecting the business and will be able to bring teams together to drive cross department change.

You will have strong analytical skills and the ability to translate data into actionable insights to size and scale opportunities. You will be able to blend various sources of data such as customer sentiment, identified through comments, scores, internal performance metrics and journey touch points to drive improvement. This will be delivered through data-driven insights. This role also has a focus on designing and delivering differentiated experiences by deeply understanding our customers, employees, and the human needs that drive them.

You will build exceptional relationships across the business, able to connect Service Experience with key Operational and Product teams to be able to influence and drive change. This will require you being able to produce evidence led and persuasive insights that enable key business areas to appropriately prioritise changes based on their likely impact

You will be a proven customer experience leader with a passion for customer success, digital customer service, systems, processes and continue to build upon the existing team to enable them to focus on the future.

As the Customer Experience Team Lead, you will also be accountable for the decision making and impact measurement documentation. You will be persistent in enabling other areas to get the job done and that the right metrics are in place to ensure we can effectively measure the impact of the customer insights provided. Importantly, you will be a strong communicator, ensuring that all key stakeholders continue to endorse the value of customer experience through regular engagement and success stories.

And you will have a very strong awareness of our broader strategic objectives.

You will continue to look for ways to work with stakeholders to evolve best practices to prevent poor customer experience. With support from your CX Coordinators and stakeholders, you will develop a range of insights that will enable us to deliver best in class customer experiences.

Activities performed on the job:

• Develop and clearly articulate a Point-of-View for key customer experiences and journeys.

• Craft compelling reports and presentations that highlight customer journeys, challenges, and needs to build stakeholder empathy, understanding, and commitment to CX initiatives, in a way that speaks ‘stakeholder language’

• Contribute to the development of cross-functional action plans to address customer needs and in response to business milestones and priorities.

• Understand customer needs and act as their advocate to educate collaborators on values and needs throughout the customer journey through various product lifecycles.

• Work closely with business peers to understand their goals and priorities to effectively represent customers’ unmet needs and influence experience delivery with speed and agility.

• Recognize and size CX opportunities that are not explicitly assigned but have potential to impact top level business objectives.

• Maintain a strong external lens to understand relevant competitive landscapes and leverage learning to drive continuous improvement.

• Simplify complex customer journeys to become digestible for audiences less familiar with the customer research, define/refine key moments, identify and propose improvements to business processes or policies to improve journeys.

• Define gaps to desired CX, perform analysis, and develop clear problem statements.

• Work collaboratively with business leads to conduct primary qualitative (customer focus sessions) and quantitative (survey) research when required to prove hypotheses or validate assumptions.

• Apply multi-disciplinary analysis (desirable, viable, feasible) to assess and select concept solution directions.

• Sustain and measure: Monitor and continuously improve existing and newly deployed customer experiences though qualitative feedback loops and qualitative (metrics) assessment tied to business key performance indicators.

Qualifications:

• High level written/verbal language & communication skills
• Advanced level English
• CCXP Certified preferred

If you're interested in the position please apply by submitting your CV and Cover Letter. In your cover letter, please answer: why did you apply for this role.

For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We’re proud to have a truly international team, and we celebrate our differences.

Every Wiser should feel that they can be themselves at work.

Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to share their contributions towards mission zero and able to progress in their careers.

Having diverse teams that reflect our diverse customer base helps us build a better product. We can be more creative and empathetic to our customer’s needs and make sure we leave no-one behind on our journey to mission-zero.

For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what it's like to work at Wise visit Wise.Jobs.

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