Global Customer Outcomes Senior Lead
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
About the opportunity
Are you ready to make a real difference for millions of customers worldwide At Wise were on a mission to make money move around the world instantly conveniently and at the lowest possible cost. Were looking for an exceptional Global Customer Outcomes Senior Lead to champion our most vulnerable customers and drive excellence across our global complaints teams.
This is more than just a leadership role its an opportunity to shape how a fast-growing fintech treats fairness regulatory compliance and customer care at a global scale.
What youll do
As our Global Customer Outcomes Senior Lead youll oversee the resolution of vulnerable customer escalations and lead quality assurance across our worldwide complaints teams. Youll be the driving force behind ensuring every customer especially our most vulnerable receives fair treatment that meets and exceeds regulatory standards.
Your key responsibilities:
- Lead with vision: Develop and execute comprehensive strategies for Vulnerable Customer and Complaints Quality Assurance teams aligning with Wises mission to save millions more people money
- Build exceptional teams: Empower and develop team leads across multiple geographies fostering a culture of excellence innovation and continuous improvement
- Drive strategic impact: Lead cross-functional initiatives with Product PR Finance Risk and Compliance teams to enhance customer satisfaction and operational efficiency
- Ensure compliance excellence: Foster a risk-aware culture while navigating diverse regional regulatory requirements and prioritising customer fairness
- Champion continuous improvement: Use data-driven insights and root cause analysis to identify systemic issues and develop innovative solutions that build customer trust
- Optimise performance: Measure monitor and enhance team performance challenging existing KPIs and proposing solutions aligned with regulatory obligations and business objectives
Qualifications :
What were looking for
Essential experience:
- Several years of experience in Quality Assurance within a regulated industry
- Proven track record leading operational teams handling vulnerable customers
- Experience designing customer outcomes-focused Quality Assurance frameworks that drive measurable business improvements
- Leadership experience within complaints/QA functions with deep understanding of industry best practices
- Success in building developing and mentoring high-performing teams across multiple geographies
- Strong data analysis and process improvement capabilities
- Experience working in complaints functions within fintech or banking sectors globally
Youll thrive in this role if you:
- Are a strategic thinker who can draw long-term vision while executing on day-to-day excellence
- Have exceptional communication skills and can influence stakeholders at all levels including regulatory bodies
- Are data-driven and comfortable working with business intelligence tools
- Embrace change and approach challenges with a positive solution-oriented mindset
- Put customers first balancing their needs with business objectives
- Champion inclusivity and create environments where everyone can do their best work
Additional Information :
For everyone everywhere. Were people building money without borders without judgement or prejudice too. We believe teams are strongest when they are diverse equitable and inclusive.
Were proud to have a truly international team and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected empowered to contribute towards our mission and able to progress in their careers.
If you want to find out more about what its like to work at Wise visit .
Keep up to date with life at Wise by following us on LinkedIn and Instagram.
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Debugging
- Remote Access Software
- IT Service Management
- IOS
- Multithreading
- VPN
- Neo4j
- FISMA
- SSO
- Github
- Google Suite
- Troubleshooting
About Company
Wise is a global technology company, building the best way to move money around the world. With the Wise account people and businesses can hold 40+ currencies, move money between countries and spend money abroad. Large companies and banks use Wise technology too; an entirely new cro ... View more
