At eBay, we're more than a global ecommerce leader — we’re changing the way the world shops and sells. Our platform empowers millions of buyers and sellers in more than 190 markets around the world. We’re committed to pushing boundaries and leaving our mark as we reinvent the future of ecommerce for enthusiasts.
Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet.
Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.
About the team and the roleTise is growing across markets, increasing the complexity of delivering great customer experiences at scale. As Senior Customer Experience Lead, you will help Customer Success move from resolving individual customer issues to systematically identifying and addressing their root causes.
Working across Customer Success, Product & Tech and the wider business, you will combine customer insight, operational data and an understanding of digital customer journeys to identify friction and turn insights into measurable improvements. This is a hands-on, cross-functional role where you will structure complex problems, bring the right teams together and help move initiatives from insight to impact.
What you will accomplish
Identify and prioritise customer and operational problems that have the greatest impact on customer experience, support volume and operational efficiency.
Combine quantitative data with customer and agent insights to uncover contact drivers, recurring friction and underlying root causes, turning findings into clear priorities and improvement opportunities.
Improve end-to-end customer journeys across product, communications, self-service and human support, reducing avoidable customer contact and strengthening scalability.
Partner with Product & Tech to bring customer insight into product development and prioritisation, helping teams understand and address the problems that matter most to customers.
Lead cross-functional improvement initiatives where dedicated ownership is needed, taking work from problem definition through implementation and measurement when appropriate.
Strengthen Voice of the Customer work by connecting insights across channels, customer touchpoints and markets, and developing clear analysis and recommendations to support decision-making.
Help build a more proactive and insight-driven Customer Success organisation, enabling customer activity to grow faster than support volume while continuously improving the customer experience.
What you will bring
Approximately 5–8 years of relevant experience in areas such as Customer Experience, service design, digital products, business development, consulting or a related field.
Experience improving customer journeys and using customer or user insight alongside qualitative and quantitative analysis to understand complex problems.
Strong structured problem-solving skills, with the ability to turn ambiguity into clear problem statements, priorities and practical actions.
Understanding of digital products and Product & Tech ways of working, with the ability to collaborate effectively without duplicating product ownership.
Experience leading complex, cross-functional improvement initiatives and bringing together stakeholders to create measurable progress.
Clear communication skills, including the ability to challenge assumptions constructively and make customer problems relevant and understandable to different audiences.
Curiosity about AI, automation, self-service and how technology can improve customer and employee experiences.
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Additional Details
eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at [email protected]. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities.
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Skills Required
- Approximately 5–8 years of relevant experience in customer experience, service design, digital products, business development, consulting, or a related field.
- Experience improving customer journeys using customer or user insight alongside qualitative and quantitative analysis.
- Strong structured problem-solving skills and ability to turn ambiguity into clear priorities and practical actions.
- Understanding of digital products and Product and Technology ways of working.
- Experience leading complex, cross-functional improvement initiatives and coordinating stakeholders.
- Clear communication skills, including constructive challenge and communicating customer problems to varied audiences.
- Curiosity about AI, automation, self-service, and technology-enabled customer and employee experience improvements.
eBay Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about eBay and has not been reviewed or approved by eBay.
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Healthcare Strength — Medical, dental, and vision coverage begin on the date of hire, complemented by mental health resources, an EAP, disability coverage, FSAs, and wellness initiatives.
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Leave & Time Off Breadth — A robust mix of PTO, paid holidays, flexible work styles, parental leave, and a four‑week paid sabbatical after five years supports work‑life balance.
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Equity Value & Accessibility — Total compensation commonly includes stock components, with access to an employee stock purchase plan at a discount and stock awards enhancing overall packages.
eBay Insights
What We Do
eBay Inc. is a global commerce leader that connects millions of buyers and sellers around the world. We exist to enable economic opportunity for individuals, entrepreneurs, businesses and organizations of all sizes. Our portfolio of brands includes eBay Marketplace and eBay Classifieds Group, operating in 190 markets around the world. We offer sellers the ability to grow a business with little barrier to entry regardless of size, background or geographic location. We never compete with our sellers. We win when our sellers succeed. Buyers who shop on our Marketplace and Classifieds platforms enjoy a highly personalized experience with an unparalleled selection at great value.
