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Customer Experience Strategy Lead (m,f,x)

External
hellofresh logoHellofresh · Berlin, Germany
Full-timeOn-site5d ago
A/B TestingExcelLeadershipSQL
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About the role

Within Global Customer Experience (GCX), our mission is to provide a world-class customer experience across the HelloFresh Group by advancing our service from reactive to proactive. We aim to stay ahead of customer needs, ensuring that every interaction-whether part of the "happy path" or a necessary recovery step-is seamless, data-driven, and strengthens the customer relationship. As part of the Compensation team, we own the global frameworks and policies that define how we categorize errors and compensate customers. The Customer Experience Lead is a subject matter expert focused on the strategic evolution of these frameworks. You will drive experimentation and segmentation to ensure our compensation logic is both customer-centric and cost-effective. By maintaining our global error categories and fraud policies, you will directly support our goal of reducing friction and protecting the business's bottom line. Above all, we are looking for people who will make HelloFresh better. We believe there are many different ways of developing skills and we love diverse experiences! So even if you don't "tick all the boxes" but think you'd thrive in this role, we would really like to learn more about you.

Responsibilities

  • Steer Global Experimentation : 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.
  • Strategic Financial Stewardship : 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.
  • Policy Governance & Systems Thinking : 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.

Benefits

Elevate your lifestyle! Join one of Europe's fastest-growing tech powerhouses in a dynamic phase of expansion.Immerse yourself in a diverse global community of 90+ nationalities.Enjoy a competitive compensation package that goes beyond the norm, with perks like a HelloFresh- subsidized Pension Scheme, Berlin relocation support, and a Hybrid working model.Elevate your lifestyle with exclusive discounts on your weekly HelloFresh box and office meals.Invest in your growth with an annual learning & development budget, German language learning budget, and access to the HelloFresh Academy.About HelloFreshHelloFresh is on a mission to change the way people eat, forever!Since our 2011 founding in Europe's vibraHealth insuranceVision insurance

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