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Job description / Role
Description
Careem is the region's leading ride-hailing service that provides reliable, safe and affordable transportation choices via a mobile app, on the web and through a call centre. Careem is a pioneer in the region's 'sharing economy' - its mission is to make people's lives simpler and build an institution that inspires. Established in July 2012, Careem is now the only unicorn in the region and operates in more than 120 cities across 14 countries in the broader Middle East, including North Africa, Turkey and Pakistan.
Job Overview
The role holder will be responsible for bridging Captain Experience with local teams within his/her market, to build seamless Captain experiences and journeys at Careem.
Responsibilities
- Own end-to-end design of the assigned phase of the experience (for eg. Earnings Experience)
- Serve as a POC to internal (XP Analytics + Define) and external (Product, Supply Ops, etc) stakeholders on all design discussions on the experience
- Process data-points and insights provided by Experience Analytics team into Problem Statements to be taken up for solving
- Lead investigation and full root-cause analysis on topics being problem-solved
- Lead X-functional teams in the solution identification phase of problem solving on the Experience pain-points
- Responsible for journey mapping for key journeys in particular Experience phase
- Be accountable for the key journey KPIs
- Ensure solution implementation in collaboration with team responsible for execution (Supply Ops, Product etc)
Requirements
Qualifications/Skills required
- Minimum 4 years of CX experience with a portion focused on experience and journey design with at least 2 years of people management
- Experience in consumer tech/mobile first products/services is strongly preferred
- Demonstrated strong ability to empathize with customers (captains in this case)
- Passionate and successful track record in championing great experiences, with attention to detail and craftsmanship.
- Ability to effectively problem solve while also creating product specs, working through operations issues, and helping solve user and technology problems.
- Desire to work at a fast growth company where you will be appreciated for your own drive and leadership.
About the Company
We are a brand that aims to simplify people's lives by revolutionizing the transportation industry. A brand that strives to inspire everyone it interacts with, and supports every single person who dares to believe. #BeCareem
Careem is the MENA region's leading ride-hailing service and newest Tech Unicorn. With 30% monthly growth, we now operate in 50+ cities across 11 countries and host over 6 million users. With our recent Series D funding success, we are positioned on the cusp of significant scale and well on target to deliver our goal of creating one million jobs in the region by 2018.