Are you a customer focused leader with proven program management experience in exciting and delighting customers? Does working in a truly customer-centric organisation excite and motivate you? If this sounds like you then we’d love to chat!

Role background

Our journey within Israel started in the fall of 2018. Since then, we’ve launched in more than 40 cities and the country has become one of our fastest growing ‘Woltwide’. 

As a result of our rapid growth in the last 12 months, our CX Team now includes more than 600 Support Associates and more than 18 CX Leads. This has driven the need for specific program management expertise to create and lead our multiple CX programs. 

As a member of our CX team in Israel, you will work closely with our operations and restaurant teams to ensure we are delivering the ‘best in the world’ service on all fronts from our customers to our partners. You will report directly to our Head of Support and take an active role in improving our customer experience organisation at every level and cross functionally!  

It goes without saying that you’re a natural people person and super customer oriented. with similar experience in a fast growing company.

What you will be doing

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   

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 

If you are excited about working in a high-growth environment, taking ownership, and being part of an extremely ambitious team, then click below to apply and get the conversation going! 

We will be reviewing applications on an on-going basis, so if this sounds like an opportunity you want to pursue, apply today! 

If you have any further questions about the position before submitting an application, you can turn to:

Avital Genel, Regional Talent Acquisition Partner - avital.genel@wolt.com