Customer Experience & Improvement Lead

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About the role

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 role Tise 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 emp

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