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Continuous Improvement Manager (Customer Journey)

Wise

About the company 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 . The role Ready to change the game for millions of customers worldwide? Wise is a global technology company, building the best way to move money around the world. With the Wise account, people and businesses can hold 40+ currencies, move money between countries, and spend money both locally and abroad. To ensure our support experience runs as seamlessly as our technology, we are seeking a Continuous Improvement Manager for Customer Journey to join our team in Tallinn. In this role, you’ll impact our mission by: Spotting process gaps: Dig deep into customer support data and audit interaction quality to find trends, issue root causes, and areas where documentation or communication gaps force customers into our support queues. Driving journey changes: Apply structured problem-solving methodologies to design workflows and roll out changes that remove operational blockers, eliminate repeat contacts, and resolve issues in the first contact when possible. Collaborating globally: Partner with cross-functional teams including CS Operations, Product, Quality, and other Servicing teams to gather insights, share feedback, and make our global processes stronger. Tracking and measuring success: Collaborate with data teams to build reports, dashboards, and presentations that keep our teams aligned, informed, and ready to measure post-implementation results. Empowering frontline teams: Support the design of training, quick-replies, and resources that help customer support agents smoothly adopt new tools, workflows, and outbound communication flows. Managing change impact: Lead medium-complexity project implementations and run change impact assessments to ensure new initiatives land smoothly and make a lasting difference. Harnessing AI solutions: Identify and drive opportunities to leverage LLMs and Generative AI, optimizing the self-serve customer journey and streamlining operational workflows. Qualifications Here is what we are looking for: Must-Haves: 3+ years of experience in operational analysis, process improvement, business operations, project management, or a related analytical field. Analytical capability: Proven experience using data-visualization tools (such as Looker, Tableau, or Power BI) to run analyses and inform decisions. Excel alone won't cut it here. Problem-solving toolset: Strong experience applying structured frameworks (Lean Six Sigma, DMAIC, Design Thinking, or A3) to dissect and re-build complex workflows. Leading through influence: A track record of driving cross-functional projects within complex organizations and influencing how other teams operate, managing stakeholder alignment and pushback with ease. Communication: Exceptional verbal and written English skills, with the ability to translate complex data into a simple, compelling story. Nice-to-Haves: Experience working in high-volume operations like Customer Support, KYC, or FinCrime. Familiarity with FinTechs or other highly regulated environments. Practical experience with Zendesk, Twilio, or other support platforms. Additional information Hiring Process: Application review (CV) Screening call with a member of the Talent Acquisition team First interview with the team Case study (take-home test) Final interview with Hiring Managers Salary range for this role: 3750 - 4950 EUR gross monthly What’s in it for you: 🚀 RSU package in a rapidly growing company 💻 Flexible, hybrid working model 💪 An annual self-development budget ☀️ Paid time off: 28 days vacation + 3 “Me” days + 1 volunteer day, annually 🏝️ A paid 6-week sabbatical leave after four years with us 💉 Wellbeing allowance with options such as health insurance and Stebby credits for you to choose from Real impact: You will directly improve how millions of global customers experience support. Growth: We’re scaling fast. You’ll have endless opportunities to develop your skills in program design, data analytics, and operational strategy. Ownership-driven culture: We operate on high trust, offering you the autonomy to make decisions and the support to execute them. Relocation support: Visa and relocation support are available for this role, if required. 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 .

Principal Decision Scientist - Marketing

Pipedrive

We believe it takes great people to create a great product. That’s why our team lives our company values, and we hire based on them, too. Since 2010, Pipedrive has been on a mission to support sales and marketing teams with easy-to-use, powerful tools that make everyday work faster and easier. Today, our cloud-based software is trusted by over 100,000 companies and used in 179 countries. We have grown from a five-person team to a truly international company of over 850+ people, representing more than 50 nationalities, with ten offices distributed across Europe and the US. In 2020, Pipedrive received a majority investment from Vista Equity Partners, a global investment firm that invests exclusively in enterprise software, data, and technology-enabled businesses, making Pipedrive the fifth unicorn from Estonia. As a Principal Decision Scientist - Marketing, you will lead the development of an analytics function that transforms complex, cross-channel data into strategic insights and measurable business impact. You’ll shape the technical direction for advanced analytics initiatives, driving sophisticated modelling, experimentation, and data infrastructure capabilities that support smarter decision-making across the organization. Operating at the intersection of data science, marketing, and business strategy, you will translate large-scale datasets into actionable recommendations that optimize performance, improve customer outcomes, and support commercial growth. Partnering closely with Marketing, Product, Finance, and Data teams, you will establish scalable measurement frameworks, promote analytical best practices, and influence key business decisions. If you enjoy solving complex problems, working across teams, and turning data into practical business outcomes, we’d love to hear from you!

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