VP Customer Experience WeWard

🐼 About us

WeWard is the app that rewards you for walking and turns everyday steps into real-life rewards, connections, and positive impact.

Our mission is to help people move more, feel better, and make movement meaningful.

Today, we are trusted by 30M+ users worldwide, with a fast-growing, international team and offices in Paris and New York.

Our ambition is to build the world’s leading movement-and-rewards platform, scaling globally while using technology, data, and smart incentives to drive lasting behavior change and wellbeing at scale.

🎯 About the role

We’re hiring our first VP Customer Experience, a senior, hands-on operator who will own the entire relationship between WeWard and our 30M+ users, and become the voice of those users inside the company.

Your mission: find every user frustration, fix it at the source, and give users reasons to love the app. Today, our support team hears every frustration but has no product lever to fix it. You will change that.

You’ll cover the full user journey: from the first support ticket, to the claim answered instantly by an AI, to the cash reward landing in a user’s bank account, to the insights that shape what we build next.

You will lead a lean team built on today’s people, organized around three missions — Support, User Experience and Reward Operations — with a strong AI-first charter. Missions are shared across people rather than split into separate teams, and the team grows through more AI, not more headcount.

You will report directly to Tanguy, co-founder of WeWard, and partner closely with the rest of the founding team, Product, Engineering, Data, Marketing, Growth and Finance, feeding them the user signal they need to make better decisions. A dedicated biweekly user-experience meeting with Yves, our CEO, and product leadership keeps your topics at the top of the agenda.

Once you’ve proven the impact of Customer Experience as a strategic lever — on retention, contact rate, store rating, fraud and unit economics — an ExCo seat is on the table.

The job, in one sentence: turn Customer Experience into a competitive moat for WeWard, by combining engineering rigor, AI leverage, a relentless obsession for the user, and the ability to translate their voice into action across every team in the company.

🧩 Your 3 missions

1. Support — team in place, to scale with AI

You inherit an experienced team and a mature Zendesk setup: a Customer AI & Ops Manager who runs our AI auto-reply agents, a Customer Care Manager, two Customer Support Specialists, and an external team of 5 level-1 agents.

Your job is to push it to the next level: answer every user on every channel (email with or without AI, App Store, Play Store, Trustpilot and Google reviews, social media, WhatsApp test-user groups, consumer-protection and legal requests); segment every request with one shared issue taxonomy to spot new bugs and structural problems fast; and route each issue to the right fix — the owning pillar, the team itself, the FAQ, the claim flow, or our T&Cs. More AI in answers and segmentation, better processes, a clear line between what humans should still own and what AI now does better.

2. User Experience — to build from scratch

We’re convinced that contact with our users should not be a separate “support” silo, but a native part of the experience itself. A user who reaches out is a user who’s engaged, and their interaction with us should reinforce their relationship with the app, not interrupt it.

You will build this mission: quick bugs fixed directly by the team; persistent structural problems (untracked affiliate sales, transfer status, miscounted steps) moved into a unified claim flow, where the user gives as much information as possible and an AI handles the case, rewarding or answering the user instantly. You’ll hunt the frustrations, blockers and confusing moments in the app, collect user feedback (store ratings and NPS asked at the right moments, in-app surveys, user interviews, tests), and build special operations in the app — Halloween, the Christmas Advent calendar, Valentine’s Day… — from Marketing’s vision, for one voice across the app and social media.

You will recruit a full-stack developer with experience running LLMs in production, and a half-time product designer, to make it happen. This is the most greenfield part of the role, and the part where your product, engineering and AI mindset will matter most.

3. Reward Operations — high-stakes, cross-functional

The Wards are our currency. Under your ownership: payouts (bank transfers and gift cards, each checked for fraud before it goes out), Wardeals (management, rollout schedule, and measuring the frustration around them), and lotteries and donations (from the business and marketing brief to the draw, the winners’ announcement and the prize shipping), plus a better in-app experience for tracking prizes and rewards. No new operator is needed: today’s team covers it. You’ll work hand-in-hand with Tech, Data and the Fraud team to keep flows fast for legitimate users and tight against abuse, knowing that every dollar of fraud avoided and every payment that lands on time is a retention lever.

⚙️ Your responsibilities

Own the strategy across the 3 missions

Define a coherent, multi-year roadmap that covers Support, User Experience and Reward Operations, with clear KPIs, prioritization and accountability. Defend it at leadership level, and adjust it quarter by quarter. The missions stay visible in the roadmap and KPIs, not in the org chart.

Make Customer Experience data-native

This role is deeply data-driven. You will own a small set of KPIs that the whole company looks at, and you will instrument the rest. The headline metric we want you to crack: retention and LTV after a contact — D7 retention and 30-day LTV of users who contacted us, vs. a control group. You’ll also own contact rate (tickets per 1,000 DAU), CSAT and store rating, plus each mission’s operational KPIs: first resolution time, share of requests answered by AI, time from issue detection to fix, claims resolved by AI, claim approval accuracy, time to claim decision, payout delay, fraud loss on payouts and prize delivery time. Your first job: measure the baseline, then set the targets. You’re comfortable opening a BigQuery console, reading an Amplitude funnel, and challenging a dashboard.

Embed contact and CX inside the global reward experience

We don’t want Customer Experience to be a side function; we want it to be one more loop in the reward engine. You’ll work with Product and Data to design experiences where reaching out, getting help, being compensated or being heard are part of what makes WeWard feel rewarding. This means designing flows, not just running them.

Lead an aggressive AI-first agenda

Every process under your ownership is a candidate for AI: ticket answers, request segmentation, claim decisions, fraud checks on payouts, proactive outreach, localization, bug solving, internal QA. We already run AI auto-reply agents in production; you’ll prototype, measure and ship the next ones. You’re expected to know what an AI agent stack looks like in 2026, to read papers, to test tools yourself, and to push our internal builders accordingly. POCs are not the goal; production deployments at scale are.

Be the structured voice of the user inside the company

You’ll be invited to ExCo whenever user perception, retention or brand reputation is on the table, before becoming a full-time member. You’ll bring data, qualitative insights and clear recommendations, not just a temperature reading.

Manage and grow a lean, hybrid team

You manage the Customer AI & Ops Manager, the developer and the product designer; behind them, the Customer Care Manager, two Customer Support Specialists and our external level-1 agents. Each person covers several missions. Recruit your two hires, set high bars, give fast feedback, delegate quickly. You scale a team that knows when to use a human and when to use an agent.

Own the P&L of Customer Operations

Tools, vendors, outsourcing, internal headcount and AI spend all sit in your budget — and so does a generosity budget of 5% of the Wards distributed, which you reallocate where it matters most: ephemeral operations, generosity on claims, goodwill gestures after a bad experience. You’ll arbitrate between human time, automation and direct compensation, always optimizing for retention at the lowest sustainable cost.