Lead Voice of the Customer

You will architect and elevate the customer experience for members, partners, and clients across all brands, serving as the strategic bridge between customer expectations and company delivery. You will lead a team of CX Specialists to design a frictionless journey and drive a "Contacts to Zero" strategy by refining end-to-end processes to be intuitive, streamlined, and high-value.

What you'll do

• Analyze end-to-end member and partner journeys to identify friction points and improve the customer experience
• Lead cross-functional initiatives to simplify internal processes and create seamless customer interactions
• Partner with Product, Engineering, Finance, Marketing, and B2B teams to ensure new products and policies are customer experience–ready
• Drive the "Contacts to Zero" strategy by identifying and eliminating the root causes of avoidable customer contacts
• Translate customer feedback and CX data into actionable business requirements and product improvements
• Define and monitor customer experience quality standards to ensure consistent service excellence
• Champion a customer-first mindset by advocating for continuous improvements across the organization

What you'll need

• Lead and develop a high-performing team, fostering a culture of coaching, collaboration, and continuous growth
• Solve complex customer experience challenges by identifying root causes and implementing sustainable process and product improvements
• Drive organizational change and champion a customer-centric mindset across teams and stakeholders
• Analyze CX data to generate actionable business insights and identify opportunities to improve customer satisfaction and operational performance
• Communicate effectively with cross-functional stakeholders and influence decisions through strong presentation and stakeholder management skills
• 3–5 years of experience in Customer Service or Customer Experience, including at least 2 years in a people leadership role, with a degree in Business, Communications, or a related field
• Leverage CRM platforms (e.g., Zendesk), CX analytics tools, and AI technologies to optimize customer operations

Nice to have

• Previous frontline support experience and additional European languages

What they offer

• Free Urban Sports Club L Pro Membership plus Friends and Family Discount
• Hybrid work setup with up to 120 days remote within the EU, UK, and Switzerland, including 30 days outside the EU
• 30 days paid vacation annually plus two additional days for volunteering
• Annual €1,000 budget for professional development with regular training and language classes
• Flexible working hours and complimentary access to mental health provider Open Up
• Regular team and company events plus wellness initiatives