About the Role
Title: Voice of the Customer Manager
Location: London, United Kingdom
Type: Full-time – Salary
Workplace: remote
Category: Business Operations – CX
Job Description:
Lime is the world’s largest shared electric vehicle company. We’re on a mission to build a future where transportation is shared, affordable and carbon-free. Our electric bikes and scooters have powered 400+ million rides in 250+ cities on 5 continents, replacing an estimated 100+ million car trips. Named a Time 100 Most Influential Company and Fast Company Brand That Matters, we achieved a fully profitable year in 2022, becoming the first in our industry to reach this milestone.
We are looking for someone who deeply cares about customer experience and is passionate about combining data and anecdotes to create compelling narratives that drive action and collaboration.
Lime is hiring a Voice of the Customer Manager to join our Customer Experience team! In this role, you will report to the Head of Customer Experience and Knowledge Sharing. You will own all VOC programs to help Limers embrace a Customer Obsessed culture. You will collaborate closely with every department in Lime, starting with CX, Product and Operations, to empower everyone with clear and actionable insights to impact the rider experience.
A successful candidate is just as obsessed about the customer experience as we are, and has a background building customer-first solutions. You have outstanding business acumen, a restlessness to answer “why?” questions, and are passionate about using data to drive cross-functional decision making. You must have a collaborative work style, an innovative mindset, and an unparalleled work ethic. You have experience working in an evolving startup environment. You will be an in the moment problem solver with the ability to think about the short term and long term plan. You’re energized about building and scaling and being part of a forward-thinking organization.
This is a remote position in London UK.
What you’ll do:
- Own the VOC program defining and managing to program KPIs and goals
- Elevate the customer’s voice in key business strategic decisions by leveraging VOC data
- Define a rubric for how different types of feedback is handled across the business
- Engage with key stakeholders developing a comprehensive and engaging narrative and conducting regular reviews of insights and actions
- Provide a holistic view of the customer by synthesizing information from VOC, Customer Advisor Panels, research and external market data
- Make our customer experiences better by listening to their experiences and crafting opportunities to improve / address their concerns
- Ensure every cross functional partner understands the friction and pain-points of the customer journey
- Enhance and maintain visual representations of data to effectively track business metrics and draw attention to CX issues across different business units and segments
About you:
- 3+ years of program or project management experience
- 3+ years of defining and implementing process improvement initiatives using data and metrics experience
- Highly customer-centric and has an intuitive understanding of customer/client needs
- Demonstrated ability to use data and dive deep into operational details to creatively solve problems, find ways to improve, and track results
- Ability to build trust, interact globally with all levels of the organization and able to effectively communicate and influence team members and/or partners across cultures
- Comfortable juggling a wide range of responsibilities at the same time, meeting established deadlines
- Bonus: start-up, zendesk and google suite experience