Global Customer Outcomes Senior Lead

Wise; City Of London; Remote; GBP 125,000 - 150,000; Full time

Job summary

A leading fintech company in London seeks a Global Customer Outcomes Senior Lead to oversee vulnerable customer escalations and quality assurance. This role ensures compliance and customer fairness across global complaints teams. Ideal candidates will have experience in Quality Assurance, strong leadership skills, and a data-driven approach. Join us in shaping a fair and empowering financial service for everyone.

Benefits

Diverse and inclusive team

Career progression opportunities

Qualifications

• Several years of experience in Quality Assurance within a regulated industry.
• Proven track record leading operational teams handling vulnerable customers.
• Strong data analysis and process improvement capabilities.

Responsibilities

• Oversee the resolution of vulnerable customer escalations.
• Develop and execute strategies for Vulnerable Customer and Complaints Quality Assurance teams.
• Lead cross‑functional initiatives to enhance customer satisfaction.

Skills

Quality Assurance experience

Leadership in operational teams

Data analysis capabilities

Communication skills

Job description

Company Description

Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed.

Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.

As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere.

More about our mission and what we offer.

Job Description

About the opportunity

Are you ready to make a real difference for millions of customers worldwide? At Wise, we're on a mission to make money move around the world instantly, conveniently, and at the lowest possible cost. We're looking for an exceptional Global Customer Outcomes Senior Lead to champion our most vulnerable customers and drive excellence across our global complaints teams. This is more than just a leadership role – it's an opportunity to shape how a fast‑growing fintech treats fairness, regulatory compliance, and customer care at a global scale.

What you'll do

As our Global Customer Outcomes Senior Lead, you'll oversee the resolution of vulnerable customer escalations and lead quality assurance across our worldwide complaints teams. You'll be the driving force behind ensuring every customer – especially our most vulnerable – receives fair treatment that meets and exceeds regulatory standards.

Your key responsibilities:

• Lead with vision: Develop and execute comprehensive strategies for Vulnerable Customer and Complaints Quality Assurance teams, aligning with Wise's mission to save millions more people money
• Build exceptional teams: Empower and develop team leads across multiple geographies, fostering a culture of excellence, innovation, and continuous improvement
• Drive strategic impact: Lead cross‑functional initiatives with Product, PR, Finance, Risk, and Compliance teams to enhance customer satisfaction and operational efficiency
• Ensure compliance excellence: Foster a risk‑aware culture while navigating diverse regional regulatory requirements and prioritise customer fairness
• Champion continuous improvement: Use data‑driven insights and root cause analysis to identify systemic issues and develop innovative solutions that build customer trust
• Optimise performance: Measure, monitor, and enhance team performance, challenging existing KPIs and proposing solutions aligned with regulatory obligations and business objectives

Qualifications

Essential experience

• Several years of experience in Quality Assurance within a regulated industry
• Proven track record leading operational teams handling vulnerable customers
• Experience designing customer outcomes‑focused Quality Assurance frameworks that drive measurable business improvements
• Leadership experience within complaints/QA functions with deep understanding of industry best practices
• Success in building, developing, and mentoring high‑performing teams across multiple geographies
• Strong data analysis and process improvement capabilities
• Experience working in complaints functions within fintech or banking sectors globally

You'll thrive in this role if you

• Are a strategic thinker who can draw long‑term vision while executing on day‑to‑day excellence
• Have exceptional communication skills and can influence stakeholders at all levels, including regulatory bodies
• Are data‑driven and comfortable working with business intelligence tools
• Embrace change and approach challenges with a positive, solution‑oriented mindset
• Put customers first, balancing their needs with business objectives
• Champion inclusivity and create environments where everyone can do their best work

Additional Information

For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences. Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what it's like to work at Wise visit Wise.Jobs.

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