Digital Customer Experience Lead at Trustly

Job Description

WHO WE ARE

At Trustly, we're building a smarter, faster, and more secure financial future by revolutionizing the world of payments. As a global leader in Open Banking Payments, we are establishing Pay by Bank as the new standard at checkout, providing unparalleled freedom, speed, and ease to millions of consumers and merchants worldwide.

Our Ambition: To build the world’s most disruptive payment network and redefine what the payment experience should feel like.

Trustly is a global team of innovators, collaborators, and doers. If you are driven by a strong sense of purpose and thrive in a dynamic, entrepreneurial, and high-growth environment, join us and be part of a team that’s transforming the way the world pays.

About the role

As a Digital Customer Experience Lead at Trustly you will help to define and drive the evolution of our digital experiences for the services organization. Digital experiences encompass external support sites, content, bots, communities, SEO, and future technologies, of which many will be built from the ground up. You are passionate about technology and leveraging the power of data & AI/ML to drive digital platforms. We are looking for someone that loves our customers and cares deeply about solving for the different customer cohorts that we serve. You should be familiar with various digital support experiences and what needs to happen to make them great.

About the team

You will be part of a collaborative and forward-thinking Customer Support leadership team that focuses on improving processes, tools, and the overall customer experience. The team works together to identify opportunities for efficiency and ensure smooth operations across all support channels.

In this role, you will report directly to the Director of Customer Service and contribute to projects that enhance performance, quality, and customer satisfaction. It is a dynamic and supportive environment where ideas are shared freely, and everyone works toward the common goal of delivering excellent service.

What you'll do

Assess the current state of digital experiences, define a clear future vision, and translate it into a well-structured, actionable roadmap

Leverage AI/ML capabilities to enhance and evolve customer experiences, with a proven ability to apply these technologies effectively

Evaluate the technology stack supporting digital experiences and recommend platform investments that align with strategic goals

Define user stories and acceptance criteria to execute against the roadmap, continuously driving improvement through iteration

Prioritize work based on potential impact, manage dependencies effectively, and ensure high-value delivery

Provide hands-on support to configure or troubleshoot platforms when needed - comfortable diving into technical details to ensure experiences are delivered to specifications

Apply a data-driven mindset to define KPIs for each platform and ensure accurate, actionable reporting.

Collaborate cross-functionally with teams across the organization to align and deliver best-in-class customer experiences.

Who you are

5+ years of experience in product management within a technical environment, working closely with development team

5+ years working in digital support, with breadth of exposure to various digital support channels

Proven track record of improving digital customer experiences with measurable business impact

Strong experience in defining success metrics and leading reporting enhancements to accurately reflect digital performance

Sound judgment and decision-making skills, with the ability to balance user needs and business priorities

Excellent communication, interpersonal, and negotiation skills

Collaborative, solution-oriented mindset with a proactive and supportive approach to problem-solving

Self-motivated and accountable, with the ability to work independently and deliver high-quality outcomes on time

Our Fantastic Benefits (varies by location)

🌴 20 to 30 days of holiday to support a healthy work-life balance

🥳 Monthly team outing allowance to enjoy social events with your colleagues

👶 Parental leave top-up additional support for new parents

🥐 Daily breakfast and on-site perks to make your workday smoother

💚 Well being support our health allowance covers gym memberships, massages, and much more to help you feel your best

PLUS additional benefits designed to enhance your work-life experience!

Shape Your Role and Make an Impact

Join a dynamic environment where you can take ownership, drive change, and continuously embrace new challenges. We’re looking for dedicated and highly motivated individuals who thrive in a fast-paced environment and enjoy collaborating across different areas of the organisation.

If your skills and experience align with this role, we’d love to hear from you! Apply now and submit your CV in English.

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