Wise
Financial Services
ContinuousImprovementManager(CustomerJourney)
Neural analysis suggests this role is
optimal for mid candidates.
“Continuous Improvement Manager (Customer Journey) at Wise. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement, operational analysis, project management, data-visualization, structured problem-solving methodologies, change impact assessments. Spotting process gaps: Dig deep into customer support data and audit interaction quality to find trends, issue root causes, and areas where documentation or”
What You'll Achieve.
make our lives easier and save them money; create an entirely new network for the world's money; change the game for millions of customers worldwide; ensure our support experience runs as seamlessly as our technology; remove operational blockers; eliminate repeat contacts; resolve issues in the first contact when possible; make our global processes stronger; keep our teams aligned, informed, and ready to measure post-implementation results; help customer support agents smoothly adopt new tools, workflows, and outbound communication flows; ensure new initiatives land smoothly and make a lasting difference; optimizing the self-serve customer journey; streamlining operational workflows; inform decisions; dissect and re-build complex workflows; influencing how other teams operate; managing stakeholder alignment and pushback with ease; translate complex data into a simple, compelling story; Directly improve how millions of global customers experience support.
Industry & Context.
Spotting process gaps; find trends; issue root causes; Driving journey changes; Apply structured problem-solving methodologies; remove operational blockers; eliminate repeat contacts; resolve issues in the first contact; Analytical capability; Problem-solving toolset
Relocation support: Visa and relocation support are available for this role, if required.
What They're Looking For.
Must Have
3+ years of experience in operational analysis, process improvement, business operations, project management, or a related analytical field., Proven experience using data-visualization tools (such as Looker, Tableau, or Power BI) to run analyses and inform decisions., Experience applying structured frameworks (Lean Six Sigma, DMAIC, Design Thinking, or A3) to dissect and re-build complex workflows., A track record of driving cross-functional projects within complex organizations and influencing how other teams operate, managing stakeholder alignment and pushback with ease., Exceptional verbal and written English skills, with the ability to translate complex data into a simple, compelling story.
Nice to Have
Experience working in high-volume operations like Customer Support, KYC, or FinCrime., Familiarity with FinTechs or other highly regulated environments., Practical experience with Zendesk, Twilio, or other support platforms.
What You'll Do.
Spotting process gaps: Dig deep into customer support data and audit interaction quality to find trends
and areas where documentation or communication gaps force customers into our support queues.
Driving journey changes: Apply structured problem-solving methodologies to design workflows and roll out changes that remove operational blockers
eliminate repeat contacts
and resolve issues in the first contact when possible.
Tracking and measuring success: Collaborate with data teams to build reports
and presentations that keep our teams aligned
and ready to measure post-implementation results.
Empowering frontline teams: Support the design of training
and resources that help customer support agents smoothly adopt new tools
and outbound communication flows.
Managing change impact: Lead medium-complexity project implementations and run change impact assessments to ensure new initiatives land smoothly and make a lasting difference.
Harnessing AI solutions: Identify and drive opportunities to leverage LLMs and Generative AI
optimizing the self-serve customer journey and streamlining operational workflows.
How You'll Work.
Team & Collaboration
Partner with cross-functional teams including CS Operations, Product, Quality, and other Servicing teams to gather insights, share feedback, and make our global processes stronger.; Collaborate with data teams to build reports, dashboards, and presentations that keep our teams aligned, informed, and ready to measure post-implementation results.; Driving cross-functional projects within complex organizations and influencing how other teams operate, managing stakeholder alignment and pushback with ease.
Communication Scope
Exceptional verbal and written English skills; ability to translate complex data into a simple, compelling story
Process & Methodology
project management, Leading medium-complexity project implementations, run change impact assessments
Full Job 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](https://wise.jobs/our-mission) and [what we offer](https://wise.jobs/what-we-offer). Ready to change the game for millions of customers worldwide? Wise is a global technology company, building the best way to move money around the world. With the Wise account, people and businesses can hold 40+ currencies, move money between countries, and spend money both locally and abroad. To ensure our support experience runs as seamlessly as our technology, we are seeking aContinuous Improvement Manager for Customer Journey to join our team in Tallinn. In this role, you’ll impact our mission by: * Spotting process gaps: Dig deep into customer support data and audit interaction quality to find trends, issue root causes, and areas where documentation or communication gaps force customers into our support queues. * Driving journey changes: Apply structured problem-solving methodologies to design workflows and roll out changes that remove operational blockers, eliminate repeat contacts, and resolve issues in the first contact when possible. * Collaborating globally: Partner with cross-functional teams including CS Operations, Product, Quality, and other Servicing teams to gather insights, share feedback, and make our global processes stronger. * Tracking and measuring success: Collaborate with data teams to build reports, dashboards, and presentations that keep our teams aligned, informed, and ready to measure post-implementation results. * Empowering frontline teams: Support the design of training, quick-repli
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