[US-HQ] Global CX Continuous Improvement ManagerActive$89K

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).

What you'll do

• 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

What they're looking for

• 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