Regional CX Transformation Lead
Beat
Lima
hace 4 días

About us

Beat is one of the most exciting companies to ever come out of the ride-hailing space. One city at a time, all across the globe we make transportation affordable, convenient, and safe for everyone.

Today we are the fastest-growing ride-hailing service in Latin America and part of the international FreeNow Group owned by Daimler.

But serving millions of rides every day pales in comparison to what lies ahead. Our plans for expansion are limitless. Our stellar engineering team operates across a number of European capitals where, right now, some of the world’s most ambitious and talented People are changing how cities will move in the future.

Beat’s footprint is rapidly expanding with current service in Greece, Peru, Chile, Colombia, Mexico and Argentina. Our global headquarters are in Athens and we are building our European headquarters in Amsterdam to attract the best talent in the world.

About the role

You enjoy raising the bar, all the time. You are interested in the ride-sharing industry and how big an impact it creates day by day in every part of the world, and that excites you because you never stop learning.

As CX Transformation lead with Beat, you will be responsible for high impact transformation projects in the LATAM Region in order to improve cost efficiency, customer experience and employee engagement.

This role resembles that of an internal consultant with extensive project management skills. You will play a key role in defining and implementing quarterly roadmaps of initiatives with the different CX teams.

This means you will need to deep dive into the current operation and constantly look for improvement opportunities bringing your experience to the table and benchmarking our status quo against industry best practices.

You will find a stimulating environment where you will work along with stunning colleagues on a field that is the basis for real business outcomes in the most exciting industry in the world!

What you’ll do :

  • Have constant touchpoints with CX teams in order to understand their current way of working and main painpoints in order to find opportunities to implement methodologies, tools, processes, structures, KPIs, etc.
  • in order to improve efficiency, Customer experience and employee engagement within the team.

  • Investigate and benchmark industry best practices in order to find opportunities that can be implemented within Beat.
  • Promote customer centricity within the company and help coordinate the CX Feedback loop within the Beat.
  • Collaborate with the definition of the overall CX Strategy by helping optimize the internal systems, processes, communication and structure in order to setup the operation for scaling.
  • Coordinate with internal teams for roll-out of initiatives throughout the CX operation.
  • Identify, shape and communicate key metrics as well as pain points and challenges to Senior Management.
  • Identify and hire key positions needed for team scaling.
  • Create and maintain a great work environment for the CX team.
  • Seek new opportunities to unlock additional value for both Beat and our users.
  • What you need to have :

  • At least 10 years of experience in consulting roles with experience in large scale customer facing operations and technology.
  • At least 5 years of experience in CX.
  • Bachelor’s in Business, Economics, Engineering or other quantitative fields
  • Master’s Degree or postgraduate specialization in Customer Experience preferred.
  • Proven experience in scaling operations using automations to improve customer service. Vast knowledge of CX KPIs.
  • Hands-on experience in using Customer Support platforms and tools (Zendesk preferred) for evaluating metrics.
  • Strong Project management skills and experience leading cross functional projects to successful execution.
  • Exceptional analytical skills with a problem-solving mindset and the ability to interpret and summarize complex performance and customer data.
  • Strong verbal and written communication of qualitative and quantitative business cases. Executive-level presentation skills / experience.
  • Excellent multitasking skills to manage multiple projects across various teams and topics.
  • Ability to collaborate with individuals from varying backgrounds and skillsets.
  • Expert knowledge of Microsoft Excel (or equivalent) & databases.
  • Curious mind and growth mindset.
  • What we offer

  • Competitive full-time salary
  • Private Health Coverage on a Company’s group program
  • Beat rides! Travel in our city for free, at the tap of a button
  • Flexible working hours, top Line tools
  • Breakfast, high-quality daily lunch, fruit, and snacks all day long
  • Corporate Discount Program to be used in almost all LatAm countries
  • Working in a hyper-growth environment, you will enjoy numerous learning and career development opportunities
  • A great opportunity to grow and work with the most amazing people in the industry.
  • Being part of an environment that offers challenging goals, autonomy and mentoring, which creates incredible opportunities, both for you and the company.
  • As part of our dedication to the diversity of our workforce, Beat is committed to Equal Employment Opportunity without regard for race, color, national origin, ethnicity, gender, disability, sexual orientation, gender identity, or religion

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