CX Data Analyst Team Lead

About Wolt

At Wolt, we create technology that brings joy, simplicity and earnings to the neighborhoods of the world. In 2014 we started with delivery of restaurant food. Now we're building the delivery of (almost) everything and you'll find us in over 500 cities in 30 countries around the world. In 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe.

Working at Wolt isn't always easy, but it's definitely exciting. Here you'll learn more, build more, and ship more than in most other companies. You'll be challenged a lot, but also have a lot of fun on the way. So, if you're a self-starter with drive and entrepreneurial spirit, this could be the ride of your life.

In order to help us constantly improve our customer experience for users, couriers and venues and support our market growth efficiently, we are looking for a Voice Of Customer Team Lead to join our Voice of Customer team.

The team is responsible for cross-functional projects that enhance the user experience for all of Wolt's customers.

What you'll be doing
Reduce Contact Rates of Users, Couriers and venues
Cross Functional experienced Project Manager: Manages multiple coinciding CX projects
Insights Specialist: Proactively Identifies, prioritizes and articulates concisely insights from multiple data points and reports
CX Techy: Discovers, configures and scales tools and systems that directly improve customer experience and reduces contact rates. In this role you will work primarily with Excel for Analytics and Looker for Visibility.
Our humble expectations
>4 years as an Analyst or Project Manager at a fast growth tech company with proven record of leading cross-functional projects
Proficiency in data analysis and advanced data analysis BI tools such as Looker
>1-2 years experience in team management
Must have experience utilizing customer support automations and Bot solutions
Bonus points: contact center Team Lead / Shift Manager / Information Manage
Loves Data driven decision making
Effective communicator - able to clearly articulate insights and suggestions
Collaborator - Enjoys working with others
Enjoys leading and multi-tasking multiple projects at the same time
Next steps

If you are excited about working in a high-growth environment, taking ownership, and being part of an extremely ambitious team, then click below to apply and get the conversation going!

Our Commitment to Diversity and Inclusion

We're committed to growing and empowering a more inclusive community within our company, industry, and cities. That's why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.