If you’re here, it’s because you’re looking for an exciting ride. 

A ride that will fuel up your ambitions to take on a new challenge and stretch yourself beyond your comfort zone. 

We’ll deliver a non-vanilla culture built on talent, where we work to amplify the impact on millions of people, paving the way forward together. 

Not your usual app. We are the fastest-growing multi-category app connecting millions of users with businesses, and couriers, offering on-demand services from more than 170,000 local restaurants, grocers and supermarkets, and high street retail stores. We operate in more than 1500 cities across 25 countries. Every year, +200k merchants generate over 4B€ in sales through our platform and over 20M customers get their goods delivered in minutes.

Together we revolutionize the way people connect with their everyday needs, from delivering essentials to connecting our ecosystem of users through innovative solutions powered by technology. For us, every day is filled with purpose.

What makes our ride unique? 

🤝 Our culture and strong values. 

• We have an ‘’office-first’’ culture and we place collaboration at the center of everything we do! 
• We have a non-vanilla personality and feedback mindset. We don’t shy away from difficult conversations - we see them as a gift! 
• We work with high intensity and have fun along the way.  We also celebrate the wins (a lot!). 
• We celebrate diversity in all its forms and foster an inclusive culture where everyone can bring their authentic selves to work. 

💪Our career development philosophy. 

• We are building a talent house of high performing teams and leaders. We invest in people who raise the bar and help others reach their full potential. 
• We take ownership of our career development. We don’t believe in linear and predictable career paths - we create the job of our dreams! 
• We embrace opportunities to move the needle and make an impact beyond our scope. 

🤝Our commitment to being a force for good. 

• Our platform is an important economic tool for millions of people (customers, partners, couriers) and we are taking action to amplify our positive impact. 
• We invest in doing good by dedicating time and resources into social and environmental initiatives. 
• We have the ambition of being DIB role models across the tech industry. We are creating environments, systems, and processes that provide equal opportunities, break biases, and empower our communities.

We have a vision: To give everyone easy access to anything in their cities. And this is where your ride starts.

YOUR MISSION

As the Customer Experience Lead, you will be part of a team of high-achievers with a huge impact in the company, obsessed with Customer Satisfaction and with the ambition to deliver a best-in-class customer experience.

This role entails understanding all the touchpoints (and pain points) of the whole customer journey and the impact of this journey on the customer behaviour. An insatiable curiosity for deciphering complexity and problem solving is key to be successful in this role.

The team is by nature cross-functional, so a significant amount of time and energy is spent collaborating with multiple departments from Operations and Customer Service to Finance, Strategy, Growth and Tech.

Are you looking for a challenging experience in one of the fastest-growing tech companies in Europe? Do you want to contribute to building a world-class experience for our customers?

THE JOURNEY

• Provide key support to senior management and leadership team (i.e. VPs, GMs, Directors) in strategic decision making by providing key customer intelligence
• Analyse, comprehend and translate customer behaviour from data in order to improve the company’s understanding of CX impact in the short, mid and long term
• Support the analytical workstream of the team’s internal consulting projects (e.g. exploring new areas, deep diving on known pain points) with the goal of gaining insights and/or identifying root causes and/or coming up with brand new ideas for strategies and solutions to deliver a world-class experience to Glovo customers
• Track and report customer experience KPIs & performance through periodical reports

• Proactively identify blindspots in the customer experience and drive efforts to bring the end to end Customer Journey to the next level, collaborating cross functionally and building a CX mindset across the organisation.
• Manage a small team of an analyst and project manager to maximise the impact and delivery of key initiatives

WHAT YOU WILL BRING TO THE RIDE

• 3-6 years of experience in a  top-tier management consulting firm or a CX department/team.  
• Bachelor or Master degree in Business Management, Business Intelligence, Business Analytics, Engineering, Economics, or similar
• Evidence of successfully leading and delivering large, ambiguous and complex projects that supported critical business decisions and outcomes
• Demonstrated experience structuring large, ambiguous and complex problems by using appropriate frameworks, identifying what matters and using a hypothesis-led approach to drive the work
• A proven ability to lead multiple projects simultaneously
• A track record of identifying key insights and translating them into practical recommendations that drove action and results
• Outstanding project management skills and capacity to influence others beyond your team or scope
• Strong analytical mindset to deliver effective & pragmatic solutions
• Proven people management experience
• Strong communication skills and ability to articulate complex concepts in a simple and structured way both written and orally
• Excellent attention to detail - you are methodical and sharp
• Problem solver and a structured mind
• Entrepreneurial drive, risk taker and the ability to achieve goals in a fast paced environment
• Fluent in English, any additional language is a plus
• Willing to take responsibility from day 1
• An empathetic, inclusive and curious attitude

NICE TO HAVE

• Basic knowledge in analytical tools like SQL, Python, looker, Google Analytics (not mandatory)
• Previous experience in similar industries

Individuals representing diverse profiles, encompassing various genders, ethnicities, and backgrounds, are less likely to apply for this role if they do not possess solid experience in 100% of these areas. Even if it seems you don't meet our musts don't let it stop you, we are all about finding the best talent out there! Skills can be learned, and embracing diversity is invaluable.

We believe driven talent deserves:

• 🌟 An enticing equity plan that lets you own a piece of the action.
• 💪 Top-notch private health insurance to keep you at your peak.
• 🍔 Monthly Glovo credit to satisfy your cravings!
• 💳 Cobee discounts on transportation, food, and even kindergarten expenses.
• 🏊 Discounted gym memberships to keep you energized.
• 🏖️ Extra time off, the freedom to work from home two days a week, and the opportunity to work from anywhere for up to three weeks a year!
• 👪 Enhanced parental leave, and office-based nursery.
• 🧠 Online therapy and wellbeing benefits to ensure your mental well-being.

Here at Glovo, we thrive on diversity, we believe it enhances our teams, products, and culture. We know that the best ideas come from a mashup of brilliant diverse minds. This is why we are committed to providing equal opportunities to talent from all backgrounds - all genders, racial/diverse backgrounds, abilities, ages, sexual orientations and all other unique characteristics that make you YOU. We will encourage you to bring your authentic self to work, fostering an inclusive environment where everyone feels heard. 

Feel free to note your pronouns in your application (e.g., she/her/hers, he/him/his, they/them/theirs, etc).

So, ready to take the wheel and make this the ride of your life? 

Delve into our culture by taking a peek at our Instagram and check out our Linkedin and website!