Voice of Customer Lead (Tel Aviv)

Responsibilities

• In order to help us constantly improve our customer experience for users, couriers and venues and support our market growth efficiently, we are looking for an experienced Voice of Customer Lead to join Wolt Israel’s senior customer experience leadership team
• Deliverables:
• Improve Customer Experience Quality: Perfect Delivery Rate, Contact Rates, CSAT
• Reduce cost of support ratio from TTV
• The Ideal candidate will report to Head of Customer Experience and is a:
• Team Leader: Leads a team of 5-10 highly analytical and emotionally intelligent members 
• Senior Project Manager: Designs, develops, and delivers a program roadmap designed to meet strategic CX goals
• Insights Guru: Proactively Identifies, prioritizes and articulates concisely insights from multiple data points and reports
• Business Planning specialist: Drives strategic CX programs and designs dedicated budgets and resources  
• CX Techy: Discovers, configures and scales tools and systems that directly improve customer experience and increases support efficiencies 
• Oversees the management of various VOC programs within the organization
• Conducts top line and in-depth analysis of customer data to determine significance of trends and impact on business and customer health
• Serves as subject matter expert in all VoC tools and functionality
• Proactively educates others on the importance of VoC, metrics, drivers, and customer experience
• Leverages VoC analysis to assist with research, design, product, and service development
• Oversees execution of platform implementation, data analysis, and report creation
• Partners with Marketing, Operations, Product, Venue teams and other stakeholders to implement and maintain the VoC platform   

Requirements

• Previous experience and skills: 
• 5+ years working in high growth tech companies/start-ups:
  • Managing customer centric activities cross functionally 
  • Proven record leading end to end cross company initiatives 
  • 3+ years in a leadership role leading a team of > 3 members 
• A passion for customer experience and a desire to work for a mission driven organization
• Skilled in VoC concepts and principles, with experience implementing VoC programs
• 5+ years of experience in Customer Experience, Process Improvement, Customer Relations, Project Management, Operations or Marketing
• Strong business writing, presentation building and delivery, and executive briefings skills
• Ability to summarize and present information in a way that provides actionable insights
• Excellent verbal and written communication skills and a commitment to collaborate with people across a variety of levels with diverse backgrounds
• Personality traits:
• Great communicator 
• People enjoy working with her
• Curious 
• Agile 
• Loves Data