Head of Quality & Customer Experience

Company Description

Wise is a global technology company, building the best way to move and manage the world’s money.

Min fees. Max ease. Full speed.

Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.

As part of our team, you will be helping us create an entirely new network for the world's money.

For everyone, everywhere.

Job Description

More about our mission and what we offer .

Our Service Experience team helps diagnose the gaps in our servicing that harm customer outcomes while building the processes, knowledge and training that our servicing team needs to drive the best possible servicing experience

The Head of Quality & Customer Experience is a leader of a 500+ person team that supports our Customer Support, Know Your Customer, Fincrime and Payment Operations teams.

The Service Experience team is responsible for running Quality Assurance, Root Cause Analysis, and Knowledge Delivery for all servicing teams and the lead of this team is someone that is obsessed with putting the information into the right hands to drive impact.

• This could mean putting the output of end to end Quality reviews and Root Cause Analysis into the hands of the right person in our product organisation so they can not only understand the improvement opportunities in their area but also easily understand how these compare to other things they could build.
• Or it could mean interacting directly with regulations, policy, compliance teams or regulators to make sure that we’re crystal clear on what accurate decisions look like in our operations and putting this context in the hands of our quality team so they are detecting risks before they materialize.
• It could also mean putting the right information (contextually) into our front line agents’ or automations’ hands to enable them to make the right decision on a tricky customer onboarding case.

You are capable of getting deep into the technicalities of how we build sample logic for QA, or embed process flows into our knowledge base and beyond; but also zoom out and build an inspiring vision for what impact a Service Experience team can have and help raise the bar on what impactful performance looks like across each role in the organisation.

Reports directly to the Head of Servicing Scale and Experience and leads teams in locations such as Austin, Sao Paulo, London, Tallinn, Budapest, Singapore, Kuala Lumpur, Tokyo.

We’re looking for a Head of Service Experience to join us and do things differently.

• Drives Decision Accuracy for servicing

Owns the KPI of Decision Accuracy which measures the accuracy at which servicing processes deliver good customer outcomes. Helps to define what an accurate decision looks like for all our servicing processes. Builds a powerful feedback loop to Wise product teams on opportunities to ensure servicing operations input is minimally needed to provide the needed outcomes and gets the processes that servicing operations runs in a state to support a world class accuracy of decisions.

• Scales teams globally:

Figures out how to build Service Experience processes at scale including building a world class team of experts, leveraging technology to scale their impact across time. Also supports the scalability of the wider servicing org by powering the movement of processes from highly manual agent dependent to heavily supported by automation and eventually fully automated where possible.

Compliance And Customer Experience Expert

Can confidently navigate the complexities of Financial Crime, Fraud & KYC and work closely with our product and compliance teams in ensuring the optimal controls, processes, and customer outcomes are achieved. Is able to clearly articulate risks and compliance to our internal and external stakeholders and use this to ensure that we are clearly defining the outcomes we want to achieve (accurate decision making) and meeting these.

Raising the bar

Builds and leads a team of subject matter experts in their domain. Leader of leads that is able to build a team of 450+ professionals and develop competency maps and frameworks to help the professional growth of the team.

Qualifications

What you’ll do.

• Responsible for building and running the teams that take care of Quality, Root Cause Analysis, Knowledge Management, Training teams.
• Ability to prioritise the areas that need the most help, and go hands-on to support them day to day, going as deep as needed.
• Leads the existing leadership team but can also determine where to level up and hire.
• Owns the financial budgeting, forecasting and scaling objectives of the direct team
• Works with 2LOD to ensure there is the right representation from the 1st line in global audits, that the audits have the accurate information required.
• Builds up the team structure and establishes strategies on hiring, onboarding, performance management, competency and compensation maps, etc.
• Holds existing operational and product teams accountable to be able to balance and represent the needs of all first line teams including risk, growth, capacity, and customer experience.

The experience, background and competencies needed to succeed in this role.

• Excellent verbal & written English. You are proactive, clear, concise, and comfortable speaking publicly.
• Subject-matter expertise in financial crime, KYC and fraud.
• Experience of running or optimising customer facing teams such as customer support or sales. Fluent with how the supporting functions interact with the operations.
• Has grown and led teams of at least 200, ideally with a global footprint
• Previous experience in team leadership, minimum of 5-8 years.
• Ability to travel as needed.
• Proven track record of taking individual ownership and responsibilities as well as being a great team-player.
• Strong analytical ability. Able to use data to analyse, forecast and hold teams to account via their metrics.
• Ability to work collaboratively within a complex organisation, across multiple cultures, geographies, and disciplines.
• Project management skills and capability to handle multiple projects at one time.
• Experience with project management tools and familiarity with business analytics tools like JIRA, Confluence, or Looker.
• Able to understand on a high level how software is built.

Additional Information

For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're 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.