Customer Experience Lead (m,f,x)

Job description

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...