About this role
Job Description
HelloFresh is looking for a Senior Manager, CX Continuous Improvement to join our Global CX team. This role sits at the intersection of customer experience and every function that shapes it (product, operations, marketing, legal, and beyond). When something creates friction for our customers, you figure out who needs to be in the room and what needs to change, and you see it through until it lands.
You'll own a backlog, move tickets, write SOPs, and roll up your sleeves when the work needs it. The problems you'll work on span the full customer journey - from the moment a promotion catches someone's eye, through delivery, to how we resolve it when something goes wrong.
Key Responsibilities
• Connect the Dots Across Functions
• Translate customer pain points into clear, actionable requirements for whichever team needs to own the fix (product, ops, marketing, legal, or finance…)
• Represent the customer voice in cross-functional conversations, making sure experience quality isn't an afterthought
• Drive CX and CC readiness for product and tech releases by reviewing upcoming changes, assessing agent impact, and getting L&D and CC Ops prepared before anything goes live
• Flag where operational failures such as substitutions, delivery issues, and packaging errors are driving avoidable contacts, and work upstream to address the root cause
• Partner with marketing on promotional and voucher experiences, identifying where mechanics create confusion or contacts, and improving them at the source
• Own Improvement End-to-End
• Manage a backlog of CX improvement initiatives across markets from identification through to rollout
• Raise tickets, draft requirements, and engage tech teams directly when a fix needs to move through a product or engineering process
• Partner with L&D, CC Ops, and other stakeholders to operationalize changes, and drive adoption
• Build SOPs where gaps exist, using the right stakeholders as inputs and ensuring they're usable by customer care agents at any level
• Think Systemically
• Look beyond individual fixes to identify where a single org-wide process eliminates the need for repeated smaller workarounds
• Develop a point of view on tooling gaps i.e., where the right tool would remove friction at scale rather than patching it case by case
• Use Voice of Customer signals (CSAT, sentiment scores, contact drivers, repeat contacts) to surface and prioritize issues
• Quantify the customer and business impact of identified issues to build a clear prioritization case for stakeholders
• Share approaches and learnings in a way that builds CI muscle across the broader CX team
• Work Globally
• Apply a global lens while understanding market-specific nuances across all brands
• Roll out globally by default, with local context shaping the approach, not the decision
• Establish structured improvement thinking as a core competency across the wider CX organization (not just within