Customer Experience Lead (m,f,x) at Hellofresh

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. What you’ll do • Strategic Vision & Cross-Functional Leadership: Architect the new vision for global error categorization and compensation; proactively lead the alignment across Ops, Tech, and Local Markets to ensure our recovery logic reflects a deep understanding of upstream operational realities and downstream customer impact. • 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. What you’ll bring • Obsessive Customer Centricity & Strategic Empathy: A profound understanding of the "unhappy path" and the ability to translate customer empathy into GCX frameworks. You don't just solve for the immediate fix; you architect solutions that win back trust while advancing our 2026 goal of moving from reactive to proactive service. • Advanced Analytical Reasoning & Business Stewardship: You possess the business acumen and proficiency in SQL/Excel to lead the rethink of our entire error categorization approach. You won't just create business cases; you will define the vision for how we measure "cost-effective yet customer-centric" success. You’ll act as a lead partner to Analytics teams to steer test designs and transform complex data into high-impact rollout strategies. • Credible Stakeholder Leadership & Influence: Implementation at this level requires more than just securing buy-in; it requires navigating the interrelationships between Tech, Ops, and local markets. You are a "credible voice" who uses active listening and structured communication to align conflicting departmental priorities toward a common global objective. • Strategic Project Management & Global Execution: You are expected to steer your recommendations from a high-level vision to global execution. This requires a "relentless prioritization" mindset, leveraging a pragmatic delivery focus to implement organizational change without compromising on the excellence of our global standards What we offer 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. • Plus, we've got your well-being covered with mental health support, transportation perks, and working-parent-friendly benefits. From our 24/7 gym access,wellbeing platforms like Headspace and Spill, to sabbatical leave options, HelloFresh is not just a workplace; it's a lifestyle of perks and possibilities! About HelloFresh HelloFresh is on a mission to change the way people eat, forever! Since our 2011 founding in Europe’s vibrant tech hub, Berlin, we’ve become the world's leading meal kit provider, delivering to over 4.2 million households worldwide in 15 countries across 3 continents. Our more than 15,000 employees from over 70+ nationalities are the heart and soul of our diverse, fast-paced and dynamic environment where innovation and smart, fast action is encouraged. We will encourage you to make an immediate impact in your area of work as well as empower you to grow your career with us. Are you up for the challenge? Please submit your complete application below including your salary expectations and earliest starting date. After submitting an application our team will review this and get back to you within 5 business days. We are HelloFresh At HelloFresh we embrace and welcome diversity and we currently employ over 15,000 individuals globally who contribute to this. We employ individuals based on their ability to perform a job rather than on the basis of their: race, national origin, color, caste, social origin or position, gender, gender expression, sexual orientation, religion, age, disability, political opinion, marital status or any other characteristic. We encourage everyone to apply and will give everyone equal consideration. We are an equal opportunity employer – everyone is welcome at our table.