Reporting to Global Head of Customer Experience (CX), you will be part of a newly created small A-team of super-achievers, aiming to deconstruct, synthesize, and deploy initiatives to drive best-in-class customer experience. Ownership and Responsibilities will be given to you since Day one.
 
You will be thrown at different tasks and problems that are identified as key areas for improvement that affects customer happiness. Learning curve will be steep as this role entails understanding all the touch points (and pain points) of the whole customer journey and be able to identify root causes and solutions to execute. Able to quickly grasp different process workflows, visualizing impact of different policies, and prioritize effectively amid converging needs, are therefore crucial for the role.
 
The team is by nature cross-functional, so most of the time and energy are spent collaborating with multiple departments from Operations and Customer Service to Finance, Growth and Tech. 

You will:  

  • Define customer experience strategy
  • Being responsible for improving end to end customer journey experience at Glovo (across all regions), whether it’s about fixing pain points or coming up with brand new ideas to deliver world class experience to glovo customers
  • Drive roadmap definition and prioritizing CX initiatives
  • Overall initiate, plan, execute, monitor, control, close of key strategic projects
  • Define requirements and high level process/system solutions agreeing with business teams across the company (Growth, operations, products, customer service & partner support centre, sales, BI, etc)
  • Develop a detailed project plan to monitor and track progres
  • Work jointly with country/cross-regions stakeholders to ensure that all projects are delivered on-time, within scope, with successful implementations considering all stakeholders with early identification and mitigation of potential risks and issue
  • Support the monitoring of all KPIs & initiatives and ensure we deliver quality, reliability, scalability, productivity as per plan
  • Oversee & report customer experience KPIs & Performance
  • Drive analysis of important strategic decisions to improve Glover’s customer experience; both qualitative/quantitative data

Requirements:

  • Have gained 2-5 years of work experience in a top-tier consulting firm, Investment Banking, Venture Capital, Private Equity and/or in high-growth start-ups
  • Have graduated with high honors in a STEM degree (Mathematics, Computer Science, Physics, Engineering, Economics) from a top university is preferred; Or, Business administration or related majors with a proven track record of personal, academic and professional achievements.
  • Have demonstrated strong project management skills & presentation skills
  • Excellent knowledge in analytical tools such as R, SQL, Looker, excel, among other analytical tools
  • You think logically and critically, can easily break complex problems into smaller ones and able to prioritize them effectively with solid backing of data
  • You can make a good business case and influence people to help you execute
  • Entrepreneurial drive and the ability to achieve goals in a fast paced environment complete your profile.
  • Curious by nature, have great attention to detail, and have the attitude and aptitude to make things better
  • Native/Fluent in English; other languages from EU, LATAM, MENA, SSA is a plus
  • Our core values are very important to us:

    Gas: We think big and take calculated risks to go for all business opportunities, no matter how challenging they are! We work hard as a team and execute fast.

    Everyone Wins: We are here for the long run. Glovers, Partners, and Users are in the very center of everything we do. If they win, Glovo wins. So for every decision, we make sure we are positively impacting them.

    Good vibes: Our teams are built of people that radiate positive energy and managers that are honest and fair. No assholes allowed! We stay optimistic no matter what, infecting each other with positivity, joy, and the desire to spend time together.

    Stay Humble: Always act humble: Everybody must roll up their sleeves and get their hands dirty to make our big plans a reality. We are tiny! We are conscious of how big the opportunity is and how much we’ve got left to do.

    Glownership: Act as one company—one team: Care first about Glovo, not your role or your department. Own your stuff, no question, but go beyond your role; help before you are asked. Everything you need to make things happen, you do it. Glow it!

    If you believe you match these values, we look forward to meeting you!

Benefits:

  • A ticket to the moon sitting on the fastest rocket - an adventure filled with challenges and professional growth
  • Social benefits (such as fresh fruit every day, free lunches from our yummy partners once a week, beers on Fridays, Culture Days every 6 weeks, the best coffee machine in the world,...)
  • Private Health Insurance
  • Unlimited Glovos (zero delivery fee on your Glovo orders)
  • Attractive compensation and equity plan
  • Gym membership discounts
  • Team building activities
  • International and talented team, used to working in a fast paced and vibrant way!

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