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.

Deliverables:

• 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

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!

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

We use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023, and resumed using Covey Scout for Inbound again on June 29, 2024.

The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here: Covey

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.