Head of Quality & Customer Experience

Location: Global

Team: General

About the Role

Wise is a global technology company revolutionizing how the world moves and manages money with min fees, max ease, and full speed. As Head of Quality & Customer Experience, you'll lead a 500+ person Service Experience team supporting Customer Support, KYC, Fincrime, and Payment Operations. Obsessed with customer outcomes, you'll drive Decision Accuracy KPIs, conduct Quality Assurance and Root Cause Analysis, and deliver knowledge and training to frontline agents and automations, ensuring crystal-clear processes that scale globally from Austin to Tokyo. Reporting to the Head of Servicing Scale and Experience, you'll build inspiring visions for impactful performance, navigate financial crime complexities with compliance and product teams, and create feedback loops that minimize manual operations while maximizing automation. Hands-on in sample logic for QA and knowledge embedding, you'll scale expert teams, own budgeting, and raise the bar on competencies across roles, balancing risk, growth, capacity, and customer experience for world-class servicing.

Key Responsibilities

• Drive Decision Accuracy KPI and define accurate decisions for servicing processes
• Build powerful feedback loops to Wise product teams on improvement opportunities
• Scale Service Experience teams globally using experts and technology
• Navigate financial crime, fraud, KYC complexities with product and compliance teams
• Build and lead teams for Quality Assurance, Root Cause Analysis, Knowledge Management, and Training
• Own financial budgeting, forecasting, and scaling objectives
• Support global audits and ensure accurate representation of first line teams
• Develop team structures, hiring strategies, onboarding, performance management, and competency frameworks

Required Qualifications

• Excellent verbal & written English with proactive, clear, concise communication skills comfortable in public speaking
• Subject-matter expertise in financial crime, KYC and fraud
• Experience running operations or quality teams at scale (500+ people)
• Proven leadership in building and scaling global teams across multiple locations
• Strong understanding of compliance, regulations, and financial services operations

Preferred Qualifications

• Experience in global audits and working with 2LOD (second line of defense)
• Background in product feedback loops and process automation
• Track record of financial budgeting, forecasting, and performance management

Required Skills

• Leadership of large-scale teams (450+ professionals)
• Quality Assurance and Root Cause Analysis expertise
• Knowledge Management and Training program development
• Financial crime, KYC, and fraud subject matter expertise
• Stakeholder communication with regulators and internal teams
• Process automation and scalability strategies
• Budgeting and forecasting
• Performance management and competency mapping
• Global team management across time zones
• Hands-on operational support and prioritization

Benefits

• RSUs (stock options)
• Flexible working
• Parental leave
• Learning budget
• Paid sabbatical after 4 years
• Health insurance
• Company retreat
• Wise card

Wise is an equal opportunity employer committed to building a diverse workforce.