About this role
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 cate