Head of Customer Experience

Job Description

We're looking for an accomplished head of customer experience who is responsible for overseeing and monitoring customers' (both passengers and drivers) overall experience and creating a customer-centric culture in the organization.
You will work closely with product, support, operations, and marketing teams, helping enhance their performance by providing customer-side data or your input regarding our interactions with the customers.

Main Responsibilities:

Issue identification:

• Implement customer feedback systems and processes to capture and address customer concerns.
• Track customer experiences across all channels, and touchpoints to identify drivers of promotion and drivers of detraction in each of them.
• Conduct research and analysis to understand customer needs, preferences, and pain points.

Input provision:

• Utilize data-driven reports to fuel initiatives for the planning process of the organization.
• Collaborate seamlessly with the product team to design and implement solutions that address customers’ needs and concerns.
• Guide cross-functional teams to optimize touchpoints and elevate overall experiences.

Culture creation

• Advocate a customer-centric culture across all departments.
• Run events and initiatives to help people better understand the customers.
• Develop bespoke training programs instilling enduring customer-centric values.

Requirements:

• Bachelor's or Master's degree in Management, Marketing, or Business are preferred or equivalent work experience.
• Strong analytic skills.
• Strong business sense.
• Strong interpersonal skills.
• Excellent written and verbal communication skills.
• Ability to implement customer feedback systems and processes.
• Ability to work independently and to manage multiple projects.