Customer Experience Transformation Leader

G2A Group; Warszawa; Hybrid; PLN 180,000 - 300,000; Full time

Benefits offered by this job

Hybrid or remote work options

Welcome pack

Private health care

Job summary

G2A.COM is seeking a senior Customer Happiness Transformation Lead to shape and continuously improve the overall Customer experience across the platform. You will serve as the Voice of Customer, ensuring insights guide decisions and roadmaps.

You will lead data-driven initiatives, coordinate across Sales, Support, UX, and Product, and drive measurable improvements in customer outcomes and business performance.

Qualifications

• At least 5 years in Customer Experience, Customer Success, Insights, or Operations.
• Proven track record leading cross-functional initiatives and driving organizational change.
• Strong understanding of Customer journey measurement and VOC methodologies.
• Ability to translate data into actionable recommendations and drive outcomes.
• Excellent stakeholder management and communication across teams and levels.
• Experience in e-commerce, marketplaces, technology, or digital businesses.

Responsibilities

• Define and drive G2A's Customer Happiness strategy across the entire Customer Journey.
• Act as the Voice of Customer, translating insights into improvements and decisions.
• Identify barriers in the Customer Path and coordinate initiatives to address them.
• Analyze feedback and data to identify opportunities and influence priorities.
• Lead cross-functional cooperation to improve Customer experience and KPIs (NPS, CSAT, CES).
• Collaborate with Support, UX, Product and other teams to raise service standards and satisfaction.
• Monitor review platforms and coordinate trust-building initiatives.
• Promote Customer-centric ways of working and adopt best practices.
• Develop and evolve Customer experience measurement frameworks with clear outcomes.

Skills

CX Leadership

Cross-functional leadership

Voice of Customer

Data-driven mindset

Customer journey management

E-commerce / marketplaces

Job description

G2A.COM is seeking a senior Customer Happiness Transformation Lead to shape and continuously improve the overall Customer experience across the platform. You will serve as the Voice of Customer, ensuring insights guide decisions and roadmaps.

You will lead data-driven initiatives, coordinate across Sales, Support, UX, and Product, and drive measurable improvements in customer outcomes and business performance.