Lime is hiring a
Voice of the Customer Manager

Summary

Lime is hiring a Voice of the Customer Manager for its Customer Experience team. This remote position in London, UK requires someone who is passionate about customer experience, has strong business acumen, and can use data to drive decision making. The candidate should have at least 3 years of program or project management experience and be comfortable working in a startup environment.

Requirements

• 3+ years of program or project management experience
• 3+ years of defining and implementing process improvement initiatives using data and metrics experience

Responsibilities

• 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

Preferred Qualifications

Bonus: start-up, zendesk and google suite experience

Benefits

• 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