Continuous Improvement Manager (Customer Journey)

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 a Continuous 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-replies, and resources that help customer support agents smoothly adopt new tools, workflows, 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.

Here is what we are looking for:

Must-Haves:

• 3+ years of experience in operational analysis, process improvement, business operations, project management, or a related analytical field.
• Analytical capability: Proven experience using data-visualization tools (such as Looker, Tableau, or Power BI) to run analyses and inform decisions. Excel alone won't cut it here.
• Problem-solving toolset: Strong experience applying structured frameworks (Lean Six Sigma, DMAIC, Design Thinking, or A3) to dissect and re-build complex workflows.
• Leading through influence: A track record of driving cross-functional projects within complex organizations and influencing how other teams operate, managing stakeholder alignment and pushback with ease.
• Communication: Exceptional verbal and written English skills, with the ability to translate complex data into a simple, compelling story.

Nice-to-Haves:

• 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.

Hiring Process:

1. Application review (CV)
2. Screening call with a member of the Talent Acquisition team
3. First interview with the team
4. Case study (take-home test)
5. Final interview with Hiring Managers

Salary range for this role: 3750 - 4950 EUR gross monthly

What’s in it for you:

• ? RSU package in a rapidly growing company
• ? Flexible, hybrid working model
• ? An annual self-development budget
• ☀️ Paid time off: 28 days vacation + 3 “Me” days + 1 volunteer day, annually
• ?️ A paid 6-week sabbatical leave after four years with us
• ?Wellbeing allowance with options such as health insurance and Stebby credits for you to choose from
• Real impact: You will directly improve how millions of global customers experience support.
• Growth: We’re scaling fast. You’ll have endless opportunities to develop your skills in program design, data analytics, and operational strategy.
• Ownership-driven culture: We operate on high trust, offering you the autonomy to make decisions and the support to execute them.
• Relocation support: Visa and relocation support are available for this role, if required.

For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what it's like to work at Wise visit Instagram.