Closing Date: 21/11/25Location: Sunderland, London or Amsterdam 3 days a week from your local office & 2 days working from homeReady for a challenge?Whether it’s a Friday-night feast, a post-gym poke bowl, or grabbing some groceries, our tech platform connects tens of millions of customers with hundreds of thousands of restaurant, grocery and convenience partners across the globe.This is a pivotal leadership role where you will be the driving force behind our continuous improvement and innovation agenda within Customer Service. You will lead the charge in unearthing critical insights and translating them into actionable strategies that elevate our service, delight our customers, and empower our teams.About this roleAs Head of Customer and Partner Experience, you will be instrumental in creating a sector-leading customer service experience across all JET markets. This exciting opportunity involves leading the identification, design, and implementation of innovative solutions and data-driven improvements. You will be responsible for defining the insights and AI strategy, developing new approaches to problem-solving, and fostering a culture of continuous learning and evolution within our global CS operations.Your focus will be on leveraging data, technology and cutting-edge methodologies to identify pain points, predict future trends, and proactively implement solutions that drive exceptional customer and partner experiences. You will be accountable for shaping the innovation roadmap for CS, delivering measurable improvements to key performance indicators, and inspiring a global team to embrace change and new ways of working. You will be crucial in establishing robust feedback loops between local operations and global HQ, ensuring that insights and data are continuously used to build delightful customer experiences across all touchpoints.You will manage senior stakeholders across the organization, including Regional Operational Directors, Country Management teams, Data/BI, P&T, WFM, and Ops leadership. Your ability to engage and influence at all levels, from agents on the floor to cross-organizational leadership, will be crucial in bringing our innovation agenda to life.These are some of the key components to the positionLead and inspire a team of specialists to unearth insights and drive innovation, specifically by developing and executing the Global Customer Service Innovation & Insights Strategy.Pioneer new methods for gathering, analyzing, and interpreting customer/partner feedback and operational data.Identify significant opportunities for experience improvement and lead the proactive development and implementation of solutions.Translate complex data and insights into clear, actionable strategies and compelling narratives for diverse audiences.Manage tactical delivery of innovation projects while also developing longer-term strategic programs, championing a culture of experimentation and continuous learning.Act as a natural influencer and collaborator, adept at navigating complex matrix organizational structures to gain buy-in, drive change, and foster cross-functional collaboration across multiple departments.Possess a proven track record in strategy design and implementation (ideally within a fast-paced tech environment), comfortable coaching and mentoring teams, and acting as an action-oriented, pragmatic decision-maker.What will you bring to the team?Passion for exceptional customer experiences combined with a relentless drive for innovation and a proactive approach to challenging the status quo.Extensive leadership experience in roles focused on insights, innovation, or continuous improvement within a customer service or operational setting.Strong analytical skills to interpret complex data and translate it into clear, actionable insights and strategic recommendations.Demonstrated ability to design and execute impactful strategies that deliver measurable results.Exceptional stakeholder management and communication skills, with the proven ability to influence and gain buy-in at all organizational levels.Proven experience in business improvement and continuous improvement methodologies (e.g., Lean, Six Sigma, Design Thinking).Ability to effectively blend strategic thinking with pragmatic execution, including experience in developing and implementing new technologies, processes, and policies.At JET, this is on the menu: Our teams forge connections internally and work with some of the best-known brands on the planet, giving us truly international impact in a dynamic environment. Fun, fast-paced and supportive, the JET culture is about movement, growth and about celebrating every aspect of our JETers. Thanks to them we stay one step ahead of the competition.Inclusion, Diversity & Belonging
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