The Head of Experience is responsible for shaping the experience of customers and captains who interact with SWVL’s transportation platform across all touch-points; delivering an excellent experience for every interaction we have and doing this in the most efficient and lean way possible.
Responsibilities
- Represent the customer and captain’s voice.
- Implement the Experience strategy that is aligned with SWVL’s overall vision, but localized and tailored to the unique needs of local customers & captains.
- Work closely with Central team to streamline processes and apply best practices and ensure that there is the right balance between localization and centralization.
- Cascade critical business updates from Central Team to the local team
- Identify and prioritize customer and captain feedback, potential opportunities, and drive change in the needed areas, working closely with cross functional stakeholders.
- Develop local customer & captain excellence programs and processes intended to help the organization understand, analyze and create a positive customer and captain experience at every touchpoint.
- Drive continuous process improvement while advocating customers & captains passionately on to influence the end to end experience and impact retention & growth KPIs positively.
- Managing stakeholder relationships across the broader business to set the right expectations
- Drive the metrics to use to evaluate customer & captain KPIs including speed, efficiency, effectiveness, quality, and accuracy.
- Solve critical business problems and improve experience KPIs through data analytics and trend analysis; and creation of action plans for continuous improvement.
- Build and lead a high performing team covering Customer & Captain Experience and Fleet Quality Management; that exceed pre-set targets for experience KPIs, by mentoring, coaching and constantly developing them.
- Lead teams on redefining how customer and captain experience should be run, aligning experience concepts, vision/direction, and related processes
- Work closely with other verticals of Corporate and Travel to design and continuously enhance the end to end experiences.
- Responsible for local experience budget, ensuring cost efficient initiatives are applied and proper reporting is processed with Finance Department.
Qualifications
- 6 – 8 years managerial experience in a customer-centric environment in the services industry.
- Fluent in local language and English both oral and written.
- Excellent communication, presentation and interpersonal skills with great stakeholder relationship management locally and globally.
- Experience in managing teams, motivating, coaching and inspiring team members to achieve excellent customer/ captain experience.
- Ability to deal with people from all levels professionally, effective planning, organizing, delegating, and time management skills.
- Experience and skill in areas such as process development & audit, quality management & training, as well as workforce management and reporting.
- Know how and experience dealing with different systems and modalities of support and communication.
- Analytical, data-driven and process oriented; with excellent ability to problem-solve
- Empathy and passion for customer experience excellence.
- Proven track record of customer experience and operational achievement of pre-defined global KPIs such as CSAT, NPS, Contact Rate and other efficiency and effectiveness KPIs that directly impact growth through retention of customers.
What We Offer
- Great opportunity to be part of a start-up with a lot of responsibility and independence early on and where you will have an impact on the entire business
- Make a difference – SWVL is not just another social web app. They are moving real people/assets and changing transportation for the future
- A strong social and collaborative culture, where your input is not just respected, its expected
- Attractive compensation package
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