رئیس تجربه مشتریان

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.