Interim Head of Global Customer Experience
Interim Search is looking for a Head of Global Consumer Experience to join a fintech company in Stockholm. You will be responsible for coordinating and leading the operational functions critical to the client's customer delivery and business growth. The role spans three core areas - Merchant Success, Consumer Support and Fraud - and has a clear mission to drive automation, efficiency and scalability using modern AI tools and data-driven approaches. You will work closely with product, tech and the business side to ensure that operational processes are fit for purpose, automated and scalable as the customer grows in new and existing markets.
Main duties:
- Drive the transformation of operational processes from manual to automated flows, with AI as
strategic tool. - Represent operational function in the management team and contribute to overall business strategy.
- Own the budget and resource management for all areas of responsibility.
- Identify and implement AI tools (e.g. conversational AI, NLP, ML-based fraud detection)
which reduces manual work and improves precision. - Building self-service infrastructure for merchants and consumers - reducing contact frequency without
to compromise on the customer experience. - Ensure that merchants are onboarded quickly, correctly and with high perceived quality.
- Drive towards an AI-first support model with chatbots, automatic case classification and smart
escalation flows. - Lead the client's strategy to minimize transaction and identity fraud without creating unnecessary
friction for legitimate customers.
To be eligible for the role:
- At least 10 years of experience in operational management roles, including at least 5 years at senior level.
- Proven experience in managing customer-facing operations in a fintech or e-commerce company.
- Proven ability to drive large-scale process automation and AI implementation.
- Experience in managing and developing multifunctional teams of 50+ employees.
- Strong analytical skills - you work data-driven and make decisions based on KPIs and insights.
- Ability to navigate regulatory environments (PSD2, GDPR, AML) and understand credit risk at operational
level. - Experience in scaling operations in the Nordics and/or internationally.
- Knowledge of modern AI platforms for support is an advantage (e.g. Intercom AI, Zendesk AI, Salesforce Einstein).
- Experience in fraud domain, including source-to-case flows and chargeback management is an advantage.
About the process:
The assignment is full-time and will start no later than the beginning of May and is expected to last approximately 6-9 months. Do you have the right profile and are available? Apply today!
