Welcome to Customer Experience

Whenever our fans interact with On, we’re aiming for five star reviews. We’re all about solutions – professional listening feedback-fanatics – always improving our customer journey.

Man looking up from his laptop smiling

Meet the Team

We’re a cross-functional team following our fans from the moment of purchase and beyond. Delivering post-purchase Wow whether their journey ends in receipt, returns or anything in between.

Launching initiatives like automated emails, improved returns workflows and chatbots to help our Happiness Delivery team – and delight our fans.

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A man talking on the phone and smiling

Welcome to Customer Experience

We like to stay flexible (and we don’t just mean in yoga).

We’re always dreaming up new ideas to deliver our signature Wow.

Everything our fans touch probably touched us first.

We’re experts in all things On. And all things consumer.

See that box over there?

Exactly, because we work best outside it – doing things differently is our mantra.

A woman with blonde hair smiling at the camera.


DTC Customer Experience Project Lead, Zurich

Our team is small but mighty, so we’re all really close. Working together to tackle bigger challenges energizes us. We genuinely enjoy our time together, whether that’s collaborating in the office or out grabbing a bite to eat.



People walking down a street in Yokohama.

While we embody the Positive Spirit’s delivery of Wow, that Wow wouldn’t happen without teamwork. Bringing that extra spark to every part of the customer journey involves a lot of people – we collaborate with Operations, UX, Content and more.

Learn about our Spirits