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. Specifically this role, there will be heavy collaboration with growth team for consumer/market research.

 You will:

  • Manage & analyze customer feedback from multiple channels, e.g. NPS, Ratings & reviews, social media reviews, surveys, interviews, inbound customer interactions, etc,. to generate insights on customers’ pain points and map them across the customer journey
  • Lead customer research needs in customer experience team;
  • Scope, design and recommend best research methodology – qualitative/quantitative/behavioral, internal/external, etc. to answer complex business questions
  • Draft questionnaires and discussion/interview guides
  • Translate research findings into clear business implications and drive increased interest for research
  • Success in this role is measured by the ability to deliver on strategic research and insights, and elevating the role and value of customer research/insights across all aspects of the business

Requirements:

  • Have gained 2-5 years of work experience in a top-tier consulting firm, market/consumer research firms or functions in global brands, or in high-growth start-ups
  • Have graduated with high honors in a business, economics, social science degree from a top university
  • Have demonstrated strong project management, market/consumer research & presentation skills
  • Have experienced on market/consumer behavior research and surveys (online, offline surveys, focus group interviews, etc)
  • Strong knowledge in analytical tools such as Looker, excel, among other analytical tools; Knowledge in R, Python, SQL, Google Analytics is a plus  
  • 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 are a great communicator who is capable of influencing a diverse stakeholder
  • 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
  • Make a good business case and convince people to help you execute
  • Native/Fluent in English & Spanish; other language 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
  • Offices based in trendy Poblenou (L4), 10 min away from the beach
  • Generous equity pack for all employees
  • 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,...)
  • Young, international and talented team, used to work in a fast paced and vibrant way - currently, we are over 800 employees from all over the world!

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