Group Design Lead – Customer Support

Company Description

How should global money work? How do you take a complex, stressful experience and make it simple, calming even? How do you challenge the way it’s always been done? 

How do you collaborate in a human-centred way to ship work you’re truly proud of?

These are just a few of the challenges a Group Design Lead will work on as part of Wise’s global mission to build an open, fair, and human financial system. Right now we move £6 billion every month for over 12 million people. But we’re only 2% done — because people without borders deserve money without borders.

Job Description

We’re on the lookout for a brilliant Group Design Lead to join our Customer Support team in London! You’ll be part of Wise’s global mission to build an open, fair, and human financial system. Because people without borders need money without borders.

Your mission:

As our Group Design Lead for Customer Support, you’ll set the vision and steer the ship for both our customer-facing support experiences and the behind-the-scenes tools that keep our agents efficient at solving customers’ problems. You’ll work your magic across multiple product teams, reducing customer effort, creating alignment, and crafting seamless support experiences. 

Here’s how you’ll make an impact:

• Be a cross-functional hero and partner up with engineers, product managers and analyst, as well as content Designers and researchers.
• Connect the dots between different teams and make sure everyone’s rowing in the same direction.
• Think big to create support experiences that our customers will positively remember and make our agents’ lives easier.
• Plan and prioritise the work, hiring and onboarding new designers as needed.
• Inspire and empower a diverse team of talented designers. You’ll be their coach, cheerleader, and occasional coffee buddy, helping them grow their skills and do their best work.

This role will give you the opportunity to:

• Create magic by leveraging AI to build customer-centric solutions that transform how millions of customers interact with Wise.
• Enjoy the autonomy to decide which opportunities to chase and how to best make an impact.
• Be hands on, leading through the work and setting the bar
• Elevate product quality. You define what ‘good’ looks like in the squad. And help them deliver it.
• Be part of a positive change in the world. We’re fixing a broken, greedy system, and putting people and businesses in control of their money.

Qualifications

About you:

• You’ve led design teams before and know how to bring out the best in everyone. You’re a natural mentor who thrives on helping others grow and succeed.
• You’re a pro at working across teams. Whether it’s brainstorming with the Product Lead, co-creating with the Engineering Lead, or analysing insights with the Analyst Lead, you know how to build strong partnerships that get things done.
• You think beyond the obvious and love turning complex challenges into simple, delightful solutions.
• You are empathetic and always keep the customers needs at the forefront of your mind.
• You’re not afraid to roll up your sleeves and dive into design work when needed. You have a portfolio that shows off a range of skills in UX as well as more strategic work.

We’re people without borders — and we’re all about breaking down barriers.

If you’re passionate about design, customer experience, and eager to make a real impact, we want to hear from you. And if you’re from an underrepresented demographic, we’d especially love to hear from you because diverse teams build better products.

Additional Information

#LI-CH1

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 Wise.Jobs.

Keep up to date with life at Wise by following us on LinkedIn and Instagram.

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