YOUR MISSION AT VOI

As Rider Experience Manager you will report to the Head of Rider Experience and work continuously to drive improvements to the service design of Voi’s rider experience. In this role, you will build tools, processes and guidelines to identify and understand performance gaps, and support local market and R&D teams in mitigating business risk and taking concrete actions to drive product optimisation, market growth and P&L optimisation. This will include:

• Tools & Processes: Developing and driving continuous improvement of tools, metrics, dashboards and processes to accurately monitor and represent the end-to-end rider experience across markets and compliance with local permit requirements.

• Analysis & Insights: Analysing data, synthesising insights and building business cases to understand performance gaps, risks, and the impact and prioritisation of improvement opportunities.

• Business optimisation enablement: Building frameworks, benchmarks and guidelines, and presenting actionable insights to advise and enable regional directors, country managers and local teams to understand performance gaps and take concrete actions to support market growth and P&L optimisation.

• Product optimisation enablement: Providing R&D teams with synthesised insights, hypotheses and recommendations based on cross-market patterns, rider pain points and performance data to support ideation and prioritisation of development and new features in the product roadmap.

• New product rollout: Supporting new product rollout, implementation and adaptation across markets.

• Tender support: Contributing service design, rider experience and product optimisation expertise, ensuring that rider experience considerations are clearly articulated, competitive and supported by data in tender and permit-related processes.

WHAT YOU NEED TO EMBARK

We are looking for a structured, analytical, and strategic problem-solver with the ability to balance user experience, compliance requirements, and commercial constraints across markets, and collaborate effectively with diverse stakeholders in a fast-paced environment. In addition to being fluent in English, we believe the right person has:

• A Bachelor's degrees within finance, economics, engineering or another related field

• 2+ years experience from operations, user experience and/or product optimisation

• Experience contributing to complex, multi-stakeholder performance improvement projects

• Hands-on experience of business modelling and data analysis

• Strong data analytics proficiency including ability to independently manage large data sets and provide strategic insights to key stakeholders

• Ability to build strong relationships, communicate effectively and manage key stakeholders

• Ability to support multiple projects simultaneously

Don’t meet every requirement? If you are excited about this role and our mission, and have relevant, transferable skills, we encourage you to apply - even if you don’t check every box.

WHY VOI?

Working at Voi is more than just a job; our People Promise includes a personal voyage where you will grow as a professional and be part of a team and culture that builds something meaningful for society. In addition to this, you’ll have the opportunity to:

• Join Europe’s #1 micromobility operator and one of the fastest-growing scaleups.

• Get “skin in the game” through our employee options program, and have a direct impact on Voi’s rider experience across all markets.

• Collaborate with inspiring, motivated, and fun colleagues towards a common goal.

• Unlimited free Voi rides.

• Join the micromobility revolution and help create sustainable cities made for living - free from noise and pollution.