📍 Location: Athens, GR 🏢 Weekly office requirement: Hybrid – 1 day/week 💼 Employment type: Permanent, employee, full-time 🕐 Working hours: 11:30–19:30, Athens time 🪜 Seniority level: Mid-Senior 🌐 Language: All stages of the recruitment process will be conducted in English
At GWI we're always looking for extraordinary people who thrive on making an extraordinary impact. Right now we're looking for a Senior Product Experience Executive to play a key role in our Product team in Athens. If that's you, and making a difference gets you out of bed in the morning, keep reading. It could be the start of something, well, extraordinary.
Sounds great, what will I be doing? 🤔As our Senior Product Experience Executive, you'll be a senior point of expertise for the clients and internal stakeholders who rely on our data, platforms and API products — combining hands-on support with a strategic focus on operational excellence.
A few things you'll be responsible for:
👉 Own the support queue across live chat and ticketing, resolving complex, high-priority issues and acting as the key escalation point for the team.
👉 Guide and support Product Experience Executives across your location, helping maintain consistent, high-quality standards across every interaction.
👉 Monitor the queue for best practice, spot inefficiencies and recurring problems, and work cross-functionally to fix them at the root.
👉 Report on support trends across clients, verticals and products, turning patterns into insights that inform the wider business.
👉 Build and drive adoption of self-serve resources and processes that cut friction for users and reduce support volume over time.
It's also fun; shaking things up is what working for GWI is all about. You'll need to be flexible, comfortable with continuous change, and working in a high-tempo environment.
What do I need to bring with me? 🧳You'll need to be able to demonstrate the core skills this role requires. You don't have to tick all the boxes right away; the important thing is that you're willing to learn. Here's what the team will be looking for in you:
👉 Hands-on experience with APIs, data integrations and SaaS platforms, with working knowledge of REST API principles.
👉 Confident acting as an escalation point and informal mentor for colleagues, setting the standard for quality and consistency across the team.
👉 Sharp problem-solving instincts — you diagnose and resolve issues fast across chat and ticketing, minimising disruption for clients.
👉 Full ownership mindset: you see queries through end-to-end, escalate when needed, and make sure nothing falls through the cracks.
👉 An analytical eye for patterns — spotting recurring issues and inefficiencies, and driving scalable fixes cross-functionally.
👉 Meticulous attention to detail, especially around user setup, permissions and access.
👉 Clear communicator who can turn technical concepts into simple, actionable guidance for any audience.
👉 Comfortable partnering across Product, Technology, Research and Product Marketing to resolve issues and shape improvements.
👉 A customer-first mindset, with familiarity with survey-derived market research data and tools like crosstabs a strong plus.
Equally important is attitude. We want people who think big (to make an impact), ask why (to find a better way), and show respect (to everyone, at every level, all the time). Those are our values, and they're a big part of what we're looking for in you.
What We Offer 🧘
At GWI, you’ll find meaningful work, visible impact, and a culture that empowers you to do your best. Our package includes:
- Time to recharge – 25 days’ annual leave and office closures over the holidays.
- Health & wellbeing – Private insurance for you and your family, plus mental and physical wellbeing support.
- Financial benefits – Competitive salary, reward and recognition programs, and payroll giving options.
- Flexibility & balance – Flexitime, early Friday finishes, work-from-anywhere freedom, and a “work from home” budget.
- Family first – Enhanced parental leave and carer days so you can prioritise what matters most.
- Career growth – Accredited learning, a generous training budget, and a fully paid international conference each year for Engineering and Data Science roles.
- Community & impact – DE&I committee, volunteering opportunities, 100% donation matching, and ways to give back locally.
- Extra perks – Mobile phone contract and restaurant ticket options for added convenience.
Diversity, Equity & Inclusion 🫶
Diversity is fundamental to who we are—as a data company and as a workplace. Our data reflects global realities, and so must our teams. We strive to build a workforce as diverse and inclusive as the insights we deliver.
As a Disability Confident employer, we welcome applications from disabled candidates and are committed to making adjustments throughout the hiring process—whether that's extra time, materials in advance or a different format, breaks, an adjusted interview format, assistive tools, or flexible scheduling. We're happy to discuss whatever would work best for you.
We actively encourage applications from underrepresented and marginalised communities.
At GWI, you'll find a place to contribute meaningfully, grow professionally, and belong fully.
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Skills Required
- Hands-on experience with APIs, data integrations and SaaS platforms, with working knowledge of REST API principles.
- Experience acting as an escalation point and informal mentor for colleagues, setting quality and consistency standards.
- Proven problem-solving skills to diagnose and resolve issues quickly across live chat and ticketing.
- Full ownership mindset: manage queries end-to-end, escalate when needed, ensure nothing falls through the cracks.
- Analytical ability to spot recurring issues and drive scalable cross-functional fixes.
- Meticulous attention to detail, especially around user setup, permissions and access.
- Clear communication skills to translate technical concepts into simple, actionable guidance for varied audiences.
- Able to partner across Product, Technology, Research and Product Marketing to resolve issues and influence improvements.
- Familiarity with survey-derived market research data and tools like crosstabs.
- Fluency in English (all recruitment stages conducted in English).
What We Do
We’re the target audience company that does things a bit differently. Our job is to cut through the noise and give you facts you can trust. Our flagship study represents more than 2 billion people around the world, and it tells you how consumers are changing; their actions, ideals, perceptions, feelings... (you get the gist). The world’s largest (and smallest) brands, marketing agencies and media organizations rely on us every day to help them stand out. Working with the likes of Twitter, Google, Spotify, WPP, IPG and Omnicom Group, we help them find really original and in-depth insights through our one-of-a-kind platform. And if that doesn’t float your boat, we’ve got a whole bunch of custom services to let you do more tailored research across 48 countries – asking whoever you want, whatever you want. We’re growing fast, and we’re always on the lookout for out-of-the-box thinkers to help us do more great things.
