Customer Experience 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 frameworks and policies that define how we categorize errors and compensate customers. You will drive experimentation and segmentation to ensure our compensation logic is both customer-centric and cost-effective.

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 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 and define the vision for how we measure "cost-effective yet customer-centric" success.
• Credible stakeholder leadership and influence to navigate the interrelationships between Tech, Ops, and local markets using active listening and structured communication.
• Strategic project management and global execution capabilities with a relentless prioritization mindset and pragmatic delivery focus to implement organizational change without compromising on global standards.

What they offer

• Competitive compensation package with HelloFresh-subsidized Pension Scheme and Berlin relocation support.
• Hybrid working model.
• Annual learning & development budget, German language learning budget, and access to HelloFresh Academy.
• Mental health support, 24/7 gym access, wellbeing platforms, and sabbatical leave options.
• Exclusive discounts on HelloFresh boxes and office meals.
• Diverse global community of 90+ nationalities.