Customer Experience Excellence Specialist
Core
Designing and evolving global customer service models and operational frameworks to ensure scalable, efficient, and data-driven customer experiences across all touchpoints.
Role type
Senior Customer Experience Excellence Specialist (Strategy & Operations)
Builds
Customer service models, operational playbooks, and AI-driven automation solutions
Domain
Mobility / Ride-hailing / Customer Operations
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Customer Operations model design, strategic project leadership, data analytics (SQL, Power BI, Tableau), AI/automation application (chatbots, RPA, ML), cross-functional stakeholder alignment, structured problem solving
Preferred skills
Experience in high-volume multichannel environments, urban sustainability focus
Technologies
SQL, Power BI, Tableau, Chatbots, RPA, Machine Learning
Responsibilities
Define and evolve customer service models and policies across all markets; Lead strategic CEX projects coordinating Product, Operations, Contact Center, and Technology teams; Identify and develop AI/automation use cases to optimize processes; Analyze key efficiency and experience KPIs to drive process improvements; Act as a strategic bridge between global vision and local execution
Seniority
Senior, hands-on IC with strategic scope
