Job Description
Customer Experience Expert
This is Worldline
We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. The solutions our people build today power the growth of millions of businesses tomorrow. From your local coffee shop to unicorns and international banks. From San Francisco to Auckland. We are in every corner of the world, in every part of commerce. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.
The Opportunity
Join our Customer Experience team in Warsaw as a Customer Experience Expert, reporting to the Head of Customer Experience within SMB Customer Service. You'll be part of a dynamic team of 4 other Customer Experience experts based across different countries within our Merchant Services business line. This role offers the opportunity to drive customer satisfaction improvements across the Eastern Europe region whilst developing employee experience initiatives.
Day-to-Day Responsibilities
- Measure, understand and analyse voice of customers through CSAT and NPS surveys to drive satisfaction improvements
- Act as business partner with Head of Eastern Europe region (CEE), recommending strategic actions to enhance customer satisfaction
- Drive improvement plans across the region, maintaining close collaboration with customer service, sales, product, pricing and marketing teams in each country
- Lead onboarding and Problem to Resolution customer journeys to optimise customer experience touchpoints
- Implement employee experience surveys for customer service teams across SMB countries and manage resulting action plans, including retention initiatives in CEE.
Who Are We Looking For
We look for big thinkers. People who can drive positive change, step up and show what's next – people with passion, can-do attitude and a hunger to learn and grow. In practice this means:
- Extraverted professional with strong ability to manage transversal projects and coordinate discussions across multiple teams
- Data-savvy individual comfortable with analytics and measurement, able to derive insights from customer and employee feedback
- Customer service environment expertise with specific knowledge of Eastern Europe markets and regional dynamics
- Experience in Customer Experience, retention management, or account management with proven ability to drive stakeholder engagement
- Autonomous professional with excellent judgement, capable of spreading voice of customers and influencing multiple stakeholders across the organisation
- Fluency in Polish and English.
Perks & Benefits:
At Worldline you’ll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that, you will also:
- Private medical & life insurance
- MyBenefit Platform
- Holiday allowance
- Referral program
- Public transportation allowance
- Meal allowance
- Annual bonus.
Shape the evolution
We are on an exciting journey towards the next frontiers of payments technology, and we look for big thinkers, people with passion, can-do attitude and a hunger to learn and grow. Here you’ll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on the society. With an empowering culture, strong technology and extensive training opportunities, we help you accelerate your career - wherever you decide to go. Join our global team of 18,000 innovators and shape a tomorrow that is yours to own.
Learn more about life at Worldline at jobs.worldline.com
We are proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any applicable legally protected characteristics.
Pursuant to the Article 24 sec. 6 of the Act of 14 June 2024 on the protection of whistleblowers, we inform you that Worldline Financial Services (Europe) S.A., a joint-stock company, Branch in Poland (hereinafter referred to as Worldline) is governed by the Regulations on the receipt of internal reports and taking follow-up actions (hereinafter referred to as the Regulations).
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Information at a Glance
Request ID:
303007
Posting Start Date:
3/12/26
Job Area:
Customer Services
Work Site:
Hybrid
Contract Type:
Permanent
Brand:
Worldline
Job Location:
Poland - Warsaw