Customer Happiness Transformation Lead

At G2A, we believe that Customer journey is one of the key drivers of loyalty, trust, and long-term business growth. As Customer Happiness Transformation Lead, you will be responsible for shaping and continuously improving overall Customer experience across G2A. Acting as the Voice of Customer, you will ensure Customer needs, feedback and insights are reflected in business decisions, processes and priorities. You will play a key role in building a Customer-centric organization by driving cross-functional initiatives that improve Customer satisfaction, Customer outcomes, and business performance. This role requires strong stakeholder management skills, a data-driven mindset, and the ability to drive change across teams.

Responsibilities

• Define and drive G2A's Customer Happiness strategy across the entire Customer Journey
• Act as the Voice of Customer, ensuring customer insights are translated into business improvements and strategic decisions
• Identify barriers and pain points across the Customer Path, and coordinate initiatives aimed at addressing them
• Analyze Customer feedback, behavioural data, and Customer service insights to identify improvement opportunities and influence business priorities
• Lead cross-functional cooperation and coordinate initiatives aimed at improving Customer experience
• Drive initiatives aimed at improving metrics, including NPS, CSAT, CES, sentiment, Customer service, and reputation scores
• Work closely with Customer Support, UX, Product and other teams to improve service standards, Customer satisfaction, and overall Customer experience
• Monitor Customer review platforms, and coordinate initiatives aimed at improving Customer trust and perception
• Promote Customer-centric ways of working across the organization and support the adoption of Customer-focused best practice
• Develop and evolve Customer experience measurement frameworks and ensure progress is tracked through Customer and business outcomes

Requirements

• At least 5 years of experience in Customer Experience, Customer Success, Customer Insights, Customer Operations, or a related field
• Proven track record of leading cross-functional initiatives and driving organizational change
• Strong understanding of Customer journey management, Voice of Customer methodologies, and Customer experience measurement
• Familiarity with Customer experience and Customer operations/support metrics and their use to drive improvements
• Strong analytical skills and ability to turn data and Customer insights into clear, actionable recommendations
• Excellent stakeholder management, communication, and influencing skills across different teams and levels
• Data-driven mindset and strong focus on delivering measurable outcomes
• Experience in e-commerce, marketplaces, technology, or digital businesses
• English at B2+ level

Benefits

• Hybrid or fully remote work
• Work equipment, including a laptop and/or phone
• Home-office ergonomic furniture and electronic devices, including footrests, exercise balls, chairs, lumbar supports, monitors, mousepads, laptop docking stations, mice, keyboards, and headphones
• Work-life balance and wellbeing support
• Opportunity to turn ideas into reality
• Internal and external training and skill-development opportunities
• Support for Diversity, Equity & Inclusion values
• Support for grassroots initiatives and charities
• Welcome pack
• Motivizer vouchers worth 250 points/PLN, redeemable for services and products from known brands on the platform
• Private health care
• MultiSport card
• Opportunity to attend internal and external training and industry conferences
• Discount codes for the G2A.COM sales platform