Senior Program Manager, Customer Experience and Defect Elimination

📋 Description

• Own the delivery of the defect elimination program across EMEA, including application of the defect
• Build a clear, prioritised list of issues for partner teams to work through.
• Represent the voice of the customer in the rooms where decisions get made about markets.
• Prepare and present data in product reviews, weekly/monthly business reviews and planning sessions
• Build working relationships with partner teams in engineering, marketplace operations, courier
• Feed results back into the program so everyone can see what worked, and ensure defects are

🎯 Requirements

• Direct experience translating customer defects through identification, root cause analysis and
• Experience in a large-scale customer experience or operations function.
• Strong analytical instincts, knowing what questions to ask of the data and whether the answers make
• Prior exposure to a successful voice of the customer (VoC) program is critical.
• Ability to spend real time getting other teams to prioritise work that benefits the customer but
• Good judgement, clear communication, and the ability to build trust quickly with people outside

🎁 Benefits

• Opportunity to interact with stakeholders across the full customer lifecycle.
• Opportunity to drive financial and customer experience results at scale across 40 EMEA markets.