Head of Customer Experience at Max.ng

Description

• We are looking for a Head of Customer Experience who will strategically oversee all aspects of our Driver Welfare and Driver Operations.
• You will be a strategic thinker with strong organizational and problem-solving skills.
• You will have strong research experience, an analytical mind and outstanding presentation skills.
• You will be highly analytical, a self-starter, results-oriented and able to thrive in an entrepreneurial and fast-paced environment.

Responsibilities
What You’ll Do:

• Create strategies that will Improve Training, Testing , Verification and Driving Experience for Max Champions
• Ensure our driver onboarding verification processes is top notch and meet international standards
• Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey
• Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience
• Build the Management Structure to effectively support 20,000 Champions
• Conduct research to find out more about customer behavior and preferences
• Create strategies that ensures optimal Driver welfare management
• Interact at executive/senior management level, proactively advocating for solutions and managing the customer escalation process
• Create and implement an analytics strategy for best in class service delivery. Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer facing functions/ channels
• Gather feedback, such as surveys, from customers to learn more about their experience with the company
• Proactively ensure the Academy team performs testing and training inline with best practice
• Ensure compliance with transportation laws and procedures
• Improve External Customer Experience via targeted process improvement
• Create strategies that ensures we have in place a world class customer service team
• Create Key Performance index across all teams
• Build the Driver Setup Organization to effectively support the rollout of 20,000 Champions
• Ensure Recruitment requirements attracts best Testers, Trainers, Data Entry, Welfare Analyst, Field Ops Analyst, Customer Service Agent, Verification Officers
• Create standardization around Emergency response flow and turn around time across all MAX locations
• Create proactive and reactive solutions to champions complaints
• Negotiate and ensure we have the best service offerings from Insurance companies to provide Family HMO for drivers across the platform.

Requirements
What You’ll Need:

• B.Sc / BA qualification
• 10+ years’ general experience in customer satisfaction
• 5+ years in strategic leadership, strategic planning, product development, and management consulting in a fast paced global organization
• Deep understanding of technology, product management, and change management
• Deep understanding of marketing, sales, finance and operations
• High levels of energy and drive, willingness to work hard
• Experience in Mobility/Fintech/Gig-economy/eCommerce
• Excellent communication and interpersonal skills
• Strong planning, coordination and organizational skills
• Outstanding research and analytical abilities
• Strong Project and Program management skills
• Global leader and thinker with the ability to make quick strategic decisions
• Highly energetic, self-motivated & proactive