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SWVL Head of Experience


Nairobi, Kenya

3 weeks ago

Job Description

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.

Required Knowledge, Skills, and Abilities

  1. Excellent communication, presentation and interpersonal skills with great stakeholder relationship management locally and globally
  2. Experience in managing teams, motivating, coaching and inspiring team members to achieve excellent customer/ captain experience
  3. Ability to deal with people from all levels professionally, effective planning, organizing, delegating, and time management skills
  4. Experience and skill in areas such as process development & audit, quality management & training, as well as workforce management and reporting
  5. Know-how and experience dealing with different systems and modalities of support and communication
  6. Analytical, data-driven and process-oriented; with excellent ability to problem-solve
  7. Empathy and passion for customer experience excellence
  8. Proven track record of customer experience and operational achievement of pre-defined global
  9. KPIs such as CSAT, NPS, Contact Rate and other efficiency and effectiveness KPIs that directly impact growth through retention of customers

Education + Experience

  1. 6 - 8 years of managerial experience in a customer-centric environment in the services industry
  2. Fluent in local language and English both oral and written