Customer Experience Lead

Lead strategic evolution of customer compensation frameworks, driving experimentation and cost-effective, customer-centric logic.

• •Within Global Customer Experience (GCX), the mission is to provide a world-class customer experience by advancing service from reactive to proactive.
• •This role focuses on the strategic evolution of compensation frameworks, driving experimentation and segmentation to ensure compensation logic is customer-centric and cost-effective.
• •Key Responsibilities Architect the new vision for global error categorization and compensation, aligning across Ops, Tech, and Local Markets.
• •Drive the end-to-end strategic roadmap for compensation A/B testing and global rollout of results.
• •Oversee global compensation spend using data-driven insights to balance cost-effectiveness and customer centricity.
• •Own and evolve the global Fraud and Compensation policy framework, ensuring global consistency.
• •Requirements Profound understanding of the customer "unhappy path" and ability to translate empathy into GCX frameworks.
• •Business acumen and proficiency in SQL/Excel to lead the rethink of error categorization.
• •Credible leadership and influence to align conflicting departmental priorities toward a common global objective.
• •Strategic project management skills to steer recommendations from vision to global execution.