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Voice of the Customer Manager

Lime

Lime

Customer Service
London, UK
Posted on Saturday, May 25, 2024
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
#LI-Remote
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Why Lime?
When you join Lime, you join a global community of smart, caring, talented individuals working together to deliver world-changing results; striving to create an experience that enables Limers to do their best work. Here are some ways we support and invest in our team:
Competitive salaries, performance-based annual bonus and pre-IPO equity
Health and wellness offerings for all team members starting day one including access to top-tier fitness and mindfulness apps
Flexible vacation policies with ample paid holidays tailored to country of residence
Fully-paid leave following the birth or adoption of a child and financial, medical and educational support for Limers pursuing parenthood
Support for retirement and financial goals with unlimited access to financial advisors
Unlimited, complimentary use of our vehicles in hundreds of cities around the world
Professional growth opportunities through quarterly learning days and top-tier tools
Opportunities to connect across teams and locations to network, socialize and volunteer
Culture of belonging with Employee Resource Groups that engage and promote cultural awareness and DEI training across all functions
Consistent recognition of great work through meaningful rewards and career advancements
Benefits and perks vary depending on the nature of your employment and country of residence. Terms and conditions may apply.
If you want to make an impact, Lime is the place for you. Not sure if you meet all the qualifications? If this role excites you we encourage you to apply. Explore all opportunities on our career page.
Lime is an Equal Opportunity Employer, but that’s just the start. We believe different perspectives help us grow and achieve more. That’s why we’re dedicated to hiring and developing the most talented and globally diverse team – which includes individuals with different backgrounds, abilities, identities and experiences.