Metro Africa Xpress (MAX.NG) Head of Customer Experience Jobs in Nigeria
Metro Africa Xpress (MAX.NG) Head of Customer Experience Jobs in Nigeria
MAX is a team of passionate people building digital infrastructure to deliver the future of mobility in Africa and Emerging Markets. We attract people with conviction who are willing to bring new ideas and perspectives to a problem that affects everyone on the planet.
At MAX, you’ll have a unique opportunity to align your passion with a meaningful mission. You will get a real opportunity to grow and make a real lasting impact on the lives of millions of people, and help deliver access to safe, reliable, affordable and sustainable transportation.
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
How to Apply
Interested and qualified candidates should send their CV with Document saved with your name and in PDF to:
recruitment@maxdrive.ai using the Job Title as the subject of the email.
Note: We are committed to and encourage equal opportunity.
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