Customer Experience Lead

Mission: 

The Customer Experience Lead is focused on building a Customer Experience framework across departments with the goal to collect, analyze & identify most burning customers’ issues within the customer journey and, as a result, help driving customers’ loyalty and growth.

Customer Experience Lead will:

  • Cooperate with various company stakeholders (Product & Customer Support in particular, but also UX, Product Management, Brand, Global Communication etc.) and the CX Manager in order to build a voice of customer platform;
  • Work with all available customer feedback data, identify the top burning customers’ issues, suggest improvements, fixes & other recommendations to the CX task force audience;
  • Participate in re-designing of customer-facing surveys across the customer journey in order to maximize the response rates and relevant feedback volumes which will serve as a base for improvements suggestions;
  • Master the CX analytics tools & continuously bringing improvements suggestions for respective teams on how to gain the best-added value;
  • Work across the organization, help to break down data silos and develop customer journey based (in cooperation with experience or service designers), multi-channel (front office data, surveys, social media, ticketing – helpdesk data etc.) insights. By bringing the insights & assisting / advising / cooperating with other cross-company teams, the Customer Experience Lead has a direct impact on CX metrics (improvement);
  • Improve hard/soft skills of the CX team members and cooperating closely with the entire team on various tasks or projects;
  • Report directly to the Director of CX and functions as her full back up (meetings + any other agenda) during her absence, incl. the decision-making duties.

Must-haves:

  • You are an experienced Customer Experience Lead;
  • 3+ years experience in senior CX role within B2C organizations;
  • Solid knowledge of the methodology & tooling used for measuring Customer Experience;
  • Confident knowledge of MS Excel;
  • Great problem-solving skills, analytical skills and excellent communication skills;
  • Profound knowledge of English, both written and oral.

Nice to have:

  • Experience with Data Visualization;
  • Ability to work in a fast-paced environment.

What’s in it for you?

  • Freedom to try new things and unleash your ambitions.

  • Competitive package including bonuses.

  • Ability to access our Phantom Stock scheme (depending on seniority and integral regulations).

  • Meal vouchers, flexible benefits scheme, sick days, annual flight credit vouchers, multisport card, etc.

  • A friendly work environment and work schedule with possibilities of HO.

Throughout the recruitment process and for some time after it’s finished, we’re going to process your Personal Data. You can find all the necessary information in our Privacy Policy available at https://jobs.kiwi.com/recruitment-privacy-policy/

lenka-nejezchlebovaRecruiterLenka Nejezchlebová

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eliska-dockalovaDirector of Customer ExperienceEliška Dočkalová

Linkedin profile

LocationBrno, Czech Republic, Prague

TeamCustomer Service

Employment typeFull-time

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