Head of Customer Experience Strategy - EMEA

🏢 ABOUT THE COMPANY

PayPal has been revolutionizing the way people shop, send, and receive money for over two decades. Founded in 1998, our mission is to democratize financial services and enable greater economic inclusion for all. With a presence in over 200 markets, we employ over 30,000 talented individuals who are passionate about building a more connected and inclusive world. Our values of innovation, teamwork, and customer obsession drive everything we do.

🎯 ROLE OVERVIEW

As the Head of Customer Experience Strategy - EMEA, you will be responsible for developing and executing a comprehensive customer experience strategy that drives customer satisfaction, loyalty, and retention across the EMEA region. You will lead a team of experienced professionals and collaborate closely with cross-functional teams, including product, marketing, and operations. Your impact will be measured by improvements in Net Promoter Score (NPS), customer satisfaction ratings, and business growth. You will report directly to the SVP of Customer Experience and be based in our remote EMEA office.

📋 KEY RESPONSIBILITIES

• Develop and execute a customer experience strategy that aligns with PayPal's overall business objectives and customer needs.

• Lead a team of customer experience professionals, including customer journey mapping, service design, and customer insights.

• Collaborate with cross-functional teams to design and implement customer-centric solutions, including product, marketing, and operations.

• Develop and manage customer experience metrics, including NPS, customer satisfaction ratings, and business growth.

• Stay up-to-date with industry trends and best practices in customer experience and apply this knowledge to inform strategy and decision-making.

• Build strong relationships with stakeholders, including customer-facing teams, product development, and senior leadership.

• Develop and maintain customer experience budgets and resource allocation plans.

• Conduct customer experience research and analysis to identify areas for improvement.

• Identify and implement changes to customer-facing processes and systems to improve customer satisfaction.

• Develop and implement communication plans to educate internal stakeholders on customer experience goals and strategies.

• Collaborate with the customer experience team to design and implement customer experience initiatives.

• Analyze and report on customer experience metrics to measure progress and identify areas for improvement.

• Collaborate with the customer experience team to identify and implement customer experience-related improvements.

• Develop and maintain relationships with external partners and vendors to support customer experience initiatives.

• Lead and manage the customer experience team to deliver high-quality results.

✅ REQUIRED QUALIFICATIONS

• 10+ years of experience in customer experience strategy, management, or a related field.

• Proven track record of developing and executing customer experience strategies that drive business growth and customer satisfaction.

• Experience in leading high-performing teams and collaborating with cross-functional teams.

• Strong understanding of customer experience metrics, including NPS, customer satisfaction ratings, and business growth.

• Excellent communication, interpersonal, and leadership skills.

• Ability to work in a fast-paced environment and adapt to changing priorities.

• Bachelor's degree in a related field (e.g., business administration, marketing, psychology).

• Advanced degree or certifications in customer experience or a related field (e.g., MBA, CXPA).

⭐ PREFERRED QUALIFICATIONS

• Experience in the fintech or payments industry.

• Experience working with global teams and managing remote work arrangements.

• Familiarity with PayPal's products and services.

• Experience with customer experience design tools and methodologies (e.g., Service Design, Customer Journey Mapping).

• Certification in customer experience or a related field (e.g., CXC, CXPA).

💰 WHAT WE OFFER

PayPal offers a competitive salary range of £50,000 - £80,000 per annum, plus a comprehensive benefits package including health insurance, retirement plan, and vacation days. We also offer a generous learning and development budget and a hybrid work policy that allows for a balance of remote and in-office work. Our team culture is collaborative, dynamic, and growth-oriented, with opportunities for professional development and career advancement.

👥 ABOUT THE TEAM

The Customer Experience team is a high-performing team of experienced professionals who are passionate about delivering exceptional customer experiences. We work closely together to design and implement customer-centric solutions that drive business growth and customer satisfaction. Our team is collaborative, dynamic, and growth-oriented, with a strong focus on innovation and customer obsession.

📨 HOW TO APPLY

To apply for this role, please submit your resume and a cover letter that outlines your relevant experience and qualifications. We expect to fill this role within 4-6 weeks. Please note that this role requires a strong understanding of customer experience strategy and management, as well as excellent communication, interpersonal, and leadership skills.

📋 Job Details

Job Type	🌐 Remote
Location	Remote, GB
Address	London UK, EC4M 9BU
Salary	GBP 50,000 – 80,000 / year
Industry	General
Company	PayPal
Valid Until	2026-09-13

📨 How to Apply

Submit your updated CV and a brief cover letter to PayPal. Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted within 2 weeks of applying.