They are there for satisfied customers. They want to create an amazing service for the users which will automatically helps in their success. The multidisciplinary team consists of designers, developers, community support agents and the Lead Customer Experience. Together you work on improving your teams’ KPI’s (NPS, LTV, Churn etc.) in order to create an optimal customer experience.
As Lead Customer Experience you are responsible for the CX of all client channels. You lead and coach the UX Designers and are continuously improving UX/CX related KPI’s of the product. You are reporting to the CPO and working closely together with the Deliver & Protect team.
Knowing the KPI’s by heart and working with them as they were a physical material;
Working together with the other leads and using their available skills and competencies to their full potential;
Establishing a roadmap;
Be the product innovation leader;
Being the product owner of the team;
Researching, analyzing and improving the way of working in regard to UX/CX;
Analyzing the (on-site) conversion funnels and improve them;
Communicating the results of changes/improvements and iterate, iterate, iterate…
Setting up a solid optimization process (both qualitative and quantitative with user research and AB/MVT testing;
Creating user stories for the focus teams and prioritizing based on the quarterly rocks and ROI;
Inspiring and involving the team in achieving our collective goals.
5+ years of experience in a similar position (bonus points for startup experience);
Bachelor’s degree and advanced knowledge of UX/CX design and product management;
Experience with Google Analytics/Optimizely/Mixpanel or similar tools;
A visionary leader who is able to translate a long term strategy into concrete user stories that will bring us closer to our goal;
A team player who is able to solve problems in a structural way;
Advanced experience with working with KPI’s;
Knowledge of SCRUM and lean startup methodology;
Fluent in English & Dutch – (more bonus points for Deutsch, Svensk or Dansk);
Motivated to make the world a better place together with us.
Besides your paycheck and awesome colleagues, we also offer:
Work in a fun environment, stocks, fresh lunch and you can be the one who will be conquering Europe with this amazing company.
Interested? Send you’re resume to firstname.lastname@example.org