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.