Cx Lead

If you're here, it's because you're looking for an **exciting ride**.

A ride that will fuel up your ambitions to take on a **new challenge and stretch yourself beyond your comfort zone.**

We'll deliver a **non-vanilla culture built on talent, where we work to amplify the impact on millions of people**, paving the way forward together.

**Not your usual app**. We are the fastest-growing multi-category app connecting millions of users with businesses, and couriers, offering on-demand services from more than 170,000 local restaurants, grocers and supermarkets, and high street retail stores. We operate in more than 1500 cities across 25 countries. Every year, +200k merchants generate over 4B€ in sales through our platform and over 20M customers get their goods delivered in minutes.

Together we revolutionize the way people connect with their everyday needs, from delivering essentials to connecting our ecosystem of users through innovative solutions powered by technology. For us, every day is filled with purpose.

**What makes our ride unique?**

**Our culture and strong values.**
- We have an ''office-first'' culture and we place collaboration at the center of everything we do
- We have a non-vanilla personality and feedback mindset. We don't shy away from difficult conversations - we see them as a gift
- We work with high intensity and have fun along the way. We also celebrate the wins (a lot).
- We celebrate diversity in all its forms and foster an inclusive culture where everyone can bring their authentic selves to work.

**Our career development philosophy.**
- We are building a talent house of high performing teams and leaders. We invest in people who raise the bar and help others reach their full potential.
- We take ownership of our career development. We don't believe in linear and predictable career paths - we create the job of our dreams
- We embrace opportunities to move the needle and make an impact beyond our scope.

**Our commitment to being a force for good.**
- Our platform is an important economic tool for millions of people (customers, partners, couriers) and we are taking action to amplify our positive impact.
- We invest in doing good by dedicating time and resources into social and environmental initiatives.
- We have the ambition of being DIB role models across the tech industry. We are creating environments, systems, and processes that provide equal opportunities, break biases, and empower our communities.

We have a vision**:To give everyone easy access to anything in their cities. **And this is where your ride starts.

**YOUR MISSION**

As the Customer Experience Lead, you will be part of a team of high-achievers with a **huge impact** in the company, obsessed with Customer Satisfaction and with the ambition to deliver a best-in-class customer experience.

This role entails understanding all the touchpoints (and pain points) of the whole customer journey and the impact of this journey on the customer behaviour. An **insatiable curiosity for deciphering complexity** **and problem solving **is key to be successful in this role.

The team is by nature **cross-functional**, so a significant amount of time and energy is spent collaborating with multiple departments from Operations and Customer Service to Finance, Strategy, Growth and Tech.

Are you looking for a challenging experience in one of the fastest-growing tech companies in Europe? Do you want to contribute to building a world-class experience for our customers?

**THE JOURNEY**
- Provide **key support to senior management and leadership team **(i.e. VPs, GMs, Directors) in strategic decision making by providing key customer intelligence
- Analyse, comprehend and translate **customer behaviour** from data in order to improve the company's understanding of CX impact in the short, mid and long term
- **Support the analytical workstream** of the team's internal consulting projects (e.g. exploring new areas, deep diving on known pain points) with the goal of gaining insights and/or identifying root causes and/or coming up with brand new ideas for strategies and solutions to deliver a world-class experience to Glovo customers
- Track and report customer experience** KPIs & performance **through periodical reports
- Proactively **identify blindspots in the customer experience** and drive efforts to bring the end to end Customer Journey to the next level, **collaborating cross functionally** and building a CX mindset across the organisation.
- Manage a small team of an analyst and project manager to maximise the impact and delivery of key initiatives

**WHAT YOU WILL BRING TO THE RIDE**
- 3-5 years of experience in a top-tier management consulting firm or a CX department/team.
- Bachelor or Master degree in Business Management, Business Intelligence, Business Analytics, Engineering, Economics, or similar
- Basic knowledge in analytical tools like SQL, Python, looker, Google Analytics
- Evidence of successfully leading and delivering