Wise is a global technology company, building the best way to move and manage the world’s money.
Min fees. Max ease. Full speed.
Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.
As part of our team, you will be helping us create an entirely new network for the world's money.
For everyone, everywhere.
More about our mission and what we offer.
Job DescriptionAbout the opportunity
Are you ready to make a real difference for millions of customers worldwide? At Wise, we're on a mission to make money move around the world instantly, conveniently, and at the lowest possible cost. We're looking for an exceptional Global Customer Outcomes Senior Lead to champion our most vulnerable customers and drive excellence across our global complaints teams.
This is more than just a leadership role – it's an opportunity to shape how a fast-growing fintech treats fairness, regulatory compliance, and customer care at a global scale.
What you'll do
As our Global Customer Outcomes Senior Lead, you'll oversee the resolution of vulnerable customer escalations and lead quality assurance across our worldwide complaints teams. You'll be the driving force behind ensuring every customer – especially our most vulnerable – receives fair treatment that meets and exceeds regulatory standards.
Your key responsibilities:
- Lead with vision: Develop and execute comprehensive strategies for Vulnerable Customer and Complaints Quality Assurance teams, aligning with Wise's mission to save millions more people money
- Build exceptional teams: Empower and develop team leads across multiple geographies, fostering a culture of excellence, innovation, and continuous improvement
- Drive strategic impact: Lead cross-functional initiatives with Product, PR, Finance, Risk, and Compliance teams to enhance customer satisfaction and operational efficiency
- Ensure compliance excellence: Foster a risk-aware culture while navigating diverse regional regulatory requirements and prioritising customer fairness
- Champion continuous improvement: Use data-driven insights and root cause analysis to identify systemic issues and develop innovative solutions that build customer trust
- Optimise performance: Measure, monitor, and enhance team performance, challenging existing KPIs and proposing solutions aligned with regulatory obligations and business objectives
What we're looking for
Essential experience:
- Several years of experience in Quality Assurance within a regulated industry
- Proven track record leading operational teams handling vulnerable customers
- Experience designing customer outcomes-focused Quality Assurance frameworks that drive measurable business improvements
- Leadership experience within complaints/QA functions with deep understanding of industry best practices
- Success in building, developing, and mentoring high-performing teams across multiple geographies
- Strong data analysis and process improvement capabilities
- Experience working in complaints functions within fintech or banking sectors globally
You'll thrive in this role if you:
- Are a strategic thinker who can draw long-term vision while executing on day-to-day excellence
- Have exceptional communication skills and can influence stakeholders at all levels, including regulatory bodies
- Are data-driven and comfortable working with business intelligence tools
- Embrace change and approach challenges with a positive, solution-oriented mindset
- Put customers first, balancing their needs with business objectives
- Champion inclusivity and create environments where everyone can do their best work
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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What We Do
Wise is a global technology company, building the best way to move and manage the world's money.
With Wise Account and Wise Business, people and businesses can hold 40 currencies, move money between countries and spend money abroad. Large companies and banks use Wise technology too; an entirely new network for the world's money. Launched in 2011, Wise is one of the world’s fastest growing, profitable tech companies.
In fiscal year 2025, Wise supported around 15.6 million people and businesses, processing over $185 billion in cross-border transactions and saving customers around $2.6 billion.
Why Work With Us
We’re truly global in who we are, how we work, and how we build. Everything we do is centred around creating a world of money that’s fast, easy, fair. And open to all. Everyone who works here owns a piece of Wise, from the work they do, to the stock they hold.
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Wise Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We expect new joiners in the office most days to build connections and learn from colleagues for their first six months. After that, most Wisers split their working week between the office and home, typically coming in at least 12 times a month.
