About the role and the team

We are seeking a Head of GCX Customer strategy lead to join the Global Customer Experience (GCX) Strategy and Innovation Team! The individual will be responsible for supporting the development of the GCX strategy plans, incorporating the eBay strategic plans and influencing end-to-end customer experiences both inside and outside of GCX. 

This role will support the Senior Director for Strategy, Innovation and Business performance, working closely with GCX LT supporting them with the process and structure needed to formulate the strategy for GCX. The successful candidate will be key in supporting the GCX leadership teams driving the strategy formulation, staying abreast of emerging change needs and surface possible future considerations to the leadership team. They will also bring rigorous attention to detail in developing business plans and roadmaps for the organization. 

What you will accomplish 

• Establish and align innovation and strategic direction, ensuring oversight across all GCX strategic initiatives. 

• Providing guidance on global strategy design principles to ensure consistency and consolidation across GCX. 

• Be a key source of strategic thinking, acting as a business partner champion for strategy. Partner with Operations Leaders, Technology & Shared Service leaders 

• Support the development and implementation of the GCX Service, people and wider eBay Strategy 

• Incorporating emerging customer and people needs, industry trends as well as the broader eBay company goals, customer feedback and insights. 

• Be responsible for the external research on consumer, people, technology and innovation trends for GCX. 

• Define strategic business requirements and success criteria 

• Be responsible for tracking the success of strategic intentions.  Defining an iterative process to track the progress and evolution of our strategic ambitions 

• Supporting GCX leadership teams with implementing innovation and Strategy into action plans. 

• Support and influence leaders with necessary prioritizations and resourcing to execute strategic plans 

What you will bring 

• 8 years+ Customer experience, Strategy, Service design or service operations experience 

• Strong track record of driving innovation and supporting strategy in dynamic environments 

• Ability to influence and lead teams both directly and indirectly 

• Excellent presentation skills 

• Be able to use data, insight, research and experience to bring clarity to ambiguity. 

• Communicating complex technical topics in clear simple terms, both verbally and in writing 

• Proven track record in partnering with senior leadership in an operations environment and ability to engage, develop and maintain relationships at all levels in the organization 

Advantageous to Have: 

• Experience working within an e-commerce / Global environment

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