Head of Quality

2 days ago

Greater London, United Kingdom Wise Full time

Head of Quality & Customer Experience – Wise Wise is a global technology company building the best way to move and manage the world’s money. We are on a mission to make our users’ lives easier by simplifying international payments and saving them money. About the Role The Service Experience team helps diagnose gaps in our servicing that harm customer outcomes and builds the processes, knowledge and training needed to drive the best possible experience. The Head of Quality & Customer Experience leads a 500‑plus person team supporting Customer Support, Know Your Customer, Fincrime, and Payment Operations. Responsibilities Run Quality Assurance, Root Cause Analysis, and Knowledge Delivery across all servicing teams. Own the KPI of Decision Accuracy and build a powerful feedback loop to product teams. Scale Service Experience processes at global scale, building a world‑class team, leveraging technology, and moving processes from manual agent‑dependent to automated. Navigate financial crime, fraud, and KYC complexities and work closely with product and compliance to achieve optimal controls. Build and lead a team of subject‑matter experts, develop competency maps and frameworks to grow professional growth. Prioritise high‑impact initiatives, support day‑to‑day operations, and determine where to level up and hire. Own financial budgeting, forecasting, and scaling objectives of the direct team. Represent first‑line teams in global audits and ensure accurate information is captured. Hold operational and product teams accountable for balancing risk, growth, capacity, and customer experience. Qualifications Excellent verbal and written English; proactive, clear, concise, comfortable speaking publicly. Subject‑matter expertise in financial crime, KYC, and fraud. Experience running or optimising customer‑facing teams such as support or sales. Has grown and led teams of at least 200, ideally with a global footprint. Minimum 5–8 years of team leadership experience. Ability to travel as needed. Proven track record of individual ownership and great teamwork. Strong analytical ability; use data to analyse, forecast, and hold teams to account via metrics. Collaborative mindset across cultures, geographies, and disciplines. Project management skills and capability to handle multiple projects. Experience with project management tools and business analytics tools (JIRA, Confluence, Looker). High‑level understanding of how software is built. Benefits Full‑time employee; your role will create global impact across multiple regions. Additional Information We believe in building diverse, equitable, and inclusive teams that respect and empower every member. For more information about working at Wise, visit Wise.Jobs. #J-18808-Ljbffr

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