Lead Voice of the Customer (CX)

TL;DR

Lead Voice of the Customer (CX): Architecting and elevating the customer experience for members, partners, and clients across all brands with an accent on the "Contacts to Zero" strategy and journey optimization. Focus on identifying systemic pain points, translating CX data into actionable product requirements, and leading a team of CX Specialists.

Location: Hybrid (Berlin)

Company

A leading European platform for sports and wellness, now part of Wellhub, connecting corporate clients and wellness partners across 18 countries.

What you will do

• Analyze end-to-end member and partner journeys to identify friction points and improve overall customer experience.
• Lead cross-functional initiatives with Product, Engineering, Finance, and Marketing to simplify internal processes.
• Drive the "Contacts to Zero" strategy by identifying and eliminating root causes of avoidable customer interactions.
• Translate customer feedback and CX data into actionable business requirements and product improvements.
• Define and monitor customer experience quality standards to ensure consistent service excellence.
• Manage and develop a high-performing team of CX Specialists through coaching and collaboration.

Requirements

• 3–5 years of experience in Customer Service or Customer Experience.
• At least 2 years in a people leadership role.
• Degree in Business, Communications, or a related field.
• Proficiency with CRM platforms (e.g., Zendesk), CX analytics tools, and AI technologies.
• Strong stakeholder management and presentation skills to influence cross-functional decisions.
• Location: Must be based in Berlin

Nice to have

• Previous frontline support experience.
• Additional European languages.

Culture & Benefits

• Free hirify.global L Pro Membership and discounts for friends and family.
• Hybrid work model with extended remote options (up to 120 days within EU, UK, and Switzerland).
• 30 days of paid annual vacation and two additional days for volunteering.
• Annual professional development budget of €1,000 and internal training sessions.
• Access to mental health provider Open Up and flexible working hours.
• Weekly German and English language classes.