The opportunity
🚀 We’re on a mission to make money work for everyone.
What you'll do
Turning ideas into real-world experiments: Take ideas emerging from strategy, customer insights, and experience gaps, and translate them into testable hypotheses. Design and execute experiments end-to-end — from scoping and setup to execution, measurement and readout — with a strong bias to action and speed.
Incubating high-potential opportunities: Identify and develop early-stage ideas that could significantly improve customer experience, reduce operational demand, or create commercial value. This could include rethinking service models, testing new ways to deliver support, or exploring entirely new capabilities within Ops.
Scaling successful experiments into production: Work closely with product, engineering, data science and operations teams to take successful pilots and scale them. Ensure there is a clear path from experiment → validated impact → operational or product integration.
Advancing goodwill and customer experience innovation: Reimagine how we deliver goodwill and recover from poor experiences — testing new approaches that improve customer trust while being sustainable and scalable. Push beyond incremental fixes to meaningfully raise the bar for customer experience.
Creating strong feedback loops with data science and CX insights: Partner closely with Customer Experience, Data Science and Insights teams to ensure experiments are informed by real customer pain points, and that we rigorously track the impact of changes (e.g. what actually improves CSAT, reduces complaints, or drives engagement).
Measuring impact and building the case for change: Define clear success metrics for experiments (CSAT, demand reduction, cost, engagement, etc.), track outcomes, and communicate results clearly. Build compelling cases to scale, iterate, or stop initiatives based on evidence.
What they're looking for
- Working hands-on with frontline operations (COps): Collaborate closely with COps to test ideas in real environments. Use their feedback and expertise to refine experiments and ensure solutions are practical, scalable, and grounded in reality.
- Pave the way for building a bigger experimentation engine: Depending on how successful the experiments are, scale the team to make the remit bigger and accelerate commercial opportunities.
- You have experience in strategy, product, operations, or a similar role, with: a track record of taking ideas from concept to execution
- You are highly comfortable with ambiguity and enjoy building from zero to one
