Head of Employee Journey

About Payoneer

Founded in 2005, Payoneer is the global financial platform that removes friction from doing business across borders, with a mission to connect the world’s underserved businesses to a rising global economy. We’re a community with over 2,500 colleagues all over the world, working to serve customers, and partners in over 190 countries and territories.

By taking the complexity out of the financial workflows–including everything from global payments and compliance to multi-currency and workforce management, to providing working capital and business intelligence–we give businesses the tools they need to work efficiently worldwide and grow with confidence.

Design the Moments That Matter

Our employee experience isn’t defined by perks or posters, it’s shaped by moments. First impressions. First weeks. Big wins. Tough feedback. Career leaps. Life changes. And, eventually, exits. These moments either build trust or erode it.

We’re looking for a Head of Employee Journey to take ownership of those moments and design them with intention. You’ll define the employee journey from end to end and build the infrastructure that delivers a consistently excellent experience; no matter the country, manager, or moment. This is not about vague culture initiatives. This is about making the systems, support, and communications behind every key moment work.

What You’ll do:

The Employee Journey, End to EndCodify what great looks like across each stage of the employee lifecycle: hiring, onboarding, growth, transitions, exits. Identify what matters most and where we fall short. Set clear standards and partner with HR, managers, and program leads to close the gaps.

Tier 1 HR Support (AskHR)Run the global employee support function that handles high-volume, low-judgment HR questions. Define the split between self-service, automation, and human support. Your bar: Fast, kind, right the first time.

Moments-Based Lifecycle ContentDesign push-based, social-style communications that show up in the flow of work (Teams, email, HRIS, etc.) and guide employees through key lifecycle moments: onboarding, promotions, performance reviews, leave, offboarding, and more. Drive action, not just awareness.

Knowledge & Self-Service DesignBuild and maintain a cross-platform knowledge base (Zendesk, SharePoint, Outlook, Teams) that anticipates questions before they’re asked. Eliminate repeat issues and make support feel effortless.

Modern Intranet OwnershipLead the transformation of our SharePoint intranet into something people want to use. Think dynamic navigation, clean UX, interactive elements, not a digital junk drawer.

Automation & AI RoadmapDrive the shift from reactive support to proactive help. Use chatbots, generative AI, Agents, Microsoft CoPilot, and triggered nudges to reduce manual load and improve experience at scale.

Cross-Functional Partnership & Escalation ClarityMake sure every employee touchpoint has a clear owner, tight process, and no dropped balls. Define escalation paths and feedback loops between Tier 1, HRBPs, COEs, and Comms.

Experience Analytics & InsightsUse ticket trends, feedback sentiment, content engagement, and journey mapping to identify friction and prioritize fixes. Turn “what’s broken” into “what we fixed.”

Who you are:

• Deep understanding of the employee lifecycle and a track record improving it with systems, content, and process, not just workshops and PowerPoints
• Experience running Tier 1 HR support or a high-volume help function with measurable impact
• Proven ability to design lifecycle-based communications that guide and nudge, not just inform
• Familiarity with Zendesk, SharePoint, Microsoft Teams, Outlook, and Microsoft CoPilot
• Hands-on experience deploying automation, AI tools and agents, or chatbots to streamline support
• Strong process and product instincts, you simplify, codify, and scale
• Strong editorial and UX eye, clear, friendly, and human, not corporate
• Experience working across functions and geographies to implement standards that stick

Core Requirements

• 10+ years in HR operations, shared services, internal communications, or employee experience
• 3+ years leading Tier 1 or helpdesk support with measurable impact
• 2+ years deploying AI, automation, or knowledge management tools
• Experience revamping intranets or building MVP digital products (SharePoint strongly preferred)
• Demonstrated ability to design lifecycle-based content or nudge-based campaigns
• Strong data and feedback interpretation skills—you don’t just listen, you act
• Comfort working across HRBPs, COEs, IT, Comms, and People Tech

Why This Role Matters

Every employee decision to join, stay, grow, or leave is shaped by the experience we deliver in key moments. This role ensures we don’t leave that to chance. You’ll build the systems, comms, and support model that turn those moments into trust, clarity, and forward momentum. When done right, employees won’t even notice the work, you’ll just see the impact in engagement, retention, and performance.