Customer Experience Strategy Lead (m,f,x)

About the role

Within Global Customer Experience (GCX), you will be a subject matter expert focused on the strategic evolution of global error categorization and compensation frameworks. You will drive experimentation and segmentation to ensure our compensation logic is both customer-centric and cost-effective, directly supporting the goal of reducing friction and protecting the business's bottom line.

What you'll do

• Architect the new vision for global error categorization and compensation; proactively lead the alignment across Ops, Tech, and Local Markets to ensure our recovery logic reflects a deep understanding of upstream operational realities and downstream customer impact.
• Drive the end-to-end strategic roadmap for compensation A/B testing; define high-level hypotheses to identify the most effective recovery levers and lead the global rollout of results that shift the needle on NPS and TCVA.
• Leverage sophisticated data-driven insights to oversee global compensation spend; proactively identify trends and business interrelationships to optimize the balance between aggressive cost-effectiveness and world-class customer centricity.
• Own and evolve the global Fraud and Compensation policy framework; act as a strategic partner to regional teams to resolve complex, sensitive policy gaps while ensuring global consistency and long-term scalability.
• Act as a mentor and peer-coach within the GCX team, elevating the group's collective subject matter expertise.

What you'll need

• A profound understanding of the "unhappy path" and the ability to translate customer empathy into GCX frameworks; you architect solutions that win back trust while advancing our 2026 goal of moving from reactive to proactive service.
• Business acumen and proficiency in SQL/Excel to lead the rethink of our entire error categorization approach; you define the vision for how we measure "cost-effective yet customer-centric" success.
• Credible stakeholder leadership and influence; you navigate the interrelationships between Tech, Ops, and local markets using active listening and structured communication to align conflicting departmental priorities.
• Strategic project management and global execution capability; you steer recommendations from high-level vision to global execution with a relentless prioritization mindset and pragmatic delivery focus.

What they offer

• Competitive compensation package with subsidized Pension Scheme and Berlin relocation support.
• Hybrid working model with exclusive HelloFresh discounts and office meals.
• Annual learning and development budget, German language learning, and HelloFresh Academy access.
• Mental health support, 24/7 gym access, Headspace and Spill wellness platforms, and sabbatical leave options.