Customer Experience Strategy Lead (m,f,x)

HelloFresh
Berlin
Workplace: HybridFull timeFunction: Customer Success & Account ManagementSkills: ["Customer-centricity","Strategic empathy","Analytical reasoning","Stakeholder management","Mentorship"]

Own the global customer experience frameworks that categorize errors and determine customer compensation, moving service from reactive to proactive. Lead cross-functional alignment across Ops, Tech, and Local Markets, drive compensation A/B testing and experimentation to improve NPS and TCVA, and steward global compensation spend using SQL and Excel. Govern fraud and compensation policies while mentoring peers within the GCX team.

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FursaFursa
HelloFresh
HelloFresh
4 months ago

Customer Experience Strategy Lead (m,f,x)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 41 minutes agoStatus: Live

Job Summary

Own the global customer experience frameworks that categorize errors and determine customer compensation, moving service from reactive to proactive. Lead cross-functional alignment across Ops, Tech, and Local Markets, drive compensation A/B testing and experimentation to improve NPS and TCVA, and steward global compensation spend using SQL and Excel. Govern fraud and compensation policies while mentoring peers within the GCX team.
Location: Berlin
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Sr. Manager level

Key Responsibilities

  • •Architect the global vision for error categorization and compensation and align recovery logic across Ops, Tech, and Local Markets.
  • •Drive the compensation experimentation roadmap, defining hypotheses and rolling out A/B testing results that improve NPS and TCVA.
  • •Oversee global compensation spend using data-driven insights to optimize cost-effectiveness and customer experience.
  • •Own and evolve global Fraud and Compensation policy frameworks, resolving regional policy gaps while maintaining global consistency.
  • •Mentor and peer-coach within the GCX team to elevate collective subject matter expertise.

Pay and Benefits

Perks:Pension SchemeLearning BudgetHealth InsuranceCommuter BenefitsGym MembershipSabbatical LeaveHybrid Working

Key Requirements

  • •Translate customer empathy into GCX frameworks for the “unhappy path,” designing solutions that rebuild trust.
  • •Use SQL and Excel to rethink global error categorization, define success measures, and partner with Analytics on test design.
  • •Demonstrate credible stakeholder leadership across Tech, Ops, and local markets, aligning conflicting priorities through structured communication.
  • •Provide strategic project management from high-level vision through global execution with relentless prioritization.
  • •Possess strong business acumen to balance customer-centricity with cost-effective recovery and spend optimization.
Skills:Customer-centricityStrategic empathyAnalytical reasoningStakeholder managementMentorship
Tech Stack:SQLExcelA/B testing

Company Brief

HelloFresh
HelloFresh is a meal-kit and food subscription company that delivers fresh ingredients and recipes to consumers, offering convenient home-cooked meals through weekly subscription boxes across multiple international markets.
Industry: FoodTech
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Berlin, Germany
Founded: 2011
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn