CX Strategy & Improvement Lead

eBay; Oslo; On-site; NOK 900,000 - 1,300,000; Full time

Job summary

eBay is a leading global ecommerce platform seeking a Senior Customer Experience Lead to elevate Customer Success by identifying root causes and driving proactive improvements. You will work across Customer Success, Product & Tech and the wider business to convert insights into measurable changes that enhance customer journeys.

Join a cross-functional team focused on reducing friction, scaling support, and delivering proactive, insight-driven experiences for customers and agents alike.

Qualifications

• Approximately 5-8 years of relevant experience in Customer Experience, service design, digital products or related fields.
• Experience improving customer journeys using insights and quantitative/qualitative analysis.
• Strong structured problem-solving skills to turn ambiguity into actionable steps.
• Understanding of digital products and collaboration with Product & Tech without duplicating ownership.
• Experience leading cross-functional improvement initiatives with measurable progress.
• Clear communication skills to explain customer problems to diverse audiences.
• Curiosity about AI, automation, self-service and technology’s impact on experiences.

Responsibilities

• Identify and prioritise customer and operational problems with the greatest impact on experience and efficiency.
• Combine data and insights to uncover driving factors and translate into priorities.
• Improve end-to-end journeys across product, communications, self-service and human support.
• Partner with Product & Tech to bring customer insights into development and prioritisation.
• Lead cross-functional improvement initiatives from problem definition through implementation and measurement.
• Strengthen Voice of the Customer by connecting insights across channels and markets.

Skills

Customer Experience

Service design

Digital products

Business development

Consulting

Problem solving

Communication

AI curiosity

Job description

eBay is a leading global ecommerce platform seeking a Senior Customer Experience Lead to elevate Customer Success by identifying root causes and driving proactive improvements. You will work across Customer Success, Product & Tech and the wider business to convert insights into measurable changes that enhance customer journeys.

Join a cross-functional team focused on reducing friction, scaling support, and delivering proactive, insight-driven experiences for customers and agents alike.