Head of Customer Experience Service Design

Job Description

About the role

In the past 5 years, we’ve built a CS organization with 200+ Customer Support experts divided into 6 languages teams. These teams are active on the forefront - managing monthly >60.000 customer queries, providing service in the most efficient manner.

We have reached a scale where we need a dedicated team that can work on making sure that the operational teams are able to work in the most optimal manner with the best tools to improve our Performance metrics. The CX Service Design team, consists of experts taking ownership of projects, processes, efficiency & software/tooling within our Customer Service Department.,

You will play an essential role in transforming the CX organization to the one we envision in our Catawiki 3.0 plans. In this role, you will become part of the Catawiki Group Leadership team and be an essential pillar in the CX Leadership Team. The role will work closely with the CX operational teams and cross functionally with other departments. The role ensures that the operational framework for effective Service Design is effective and continually improves as the business grows and develops.

What you will do

• Lead, manage and develop the Service Design team building a one team approach across the function
• Leadership within the wider Service Management function, delivering to a clear vision within a defined strategy for achieving positive outcomes
• Driving collaboration, breaking down barriers where required and addressing where gaps could impact service delivery
• Lead the strategy of the CX Service Design function in line with business goals & objectives and determine call center operational strategies by conducting needs assessments and cost/benefit analyses
• Identify and evaluate state-of-the-art technologies; Optimize tooling and procedures aiming to reduce workload, increase resolution time and increase customer satisfaction
• Contribute information and analysis to company strategic plans and reviews
• Use a broad and deep understanding of concepts to develop solutions to problems and critical issues by making sure we are always offering the best possible service to our customers and meeting our efficiency and quality targets

Who you are

• 10+ years of professional experience including managerial roles
• 7+ years of professional experience in service design (customer experience, Service, operations, contact centre)
• Your career consists of an extensive track record in the design and implementation of tooling, quality tracking and efficiency initiatives in a Customer Experience department.
• Applied experience in customer experience and/or service design with a design thinking background a mandatory
• Excellent creative, analytical and problem-solving skills
• Design leadership experience working across multiple projects where you have guided teams from design thinking through to delivery – encompassing strategy, workshopping, proposition, problem-space analysis, ideation and validation, measurement, prototyping and solution-side design.
• Working in Lean and Agile delivery methodologies – an understanding of the practicalities and how best to guide others in the underlying principles
• Excellent communication and stakeholder management skills
• Flexibility in a rapidly changing and developing environment

Here’s what we can offer you

This is your chance to become part of a fast but sustainable growing tech company! You will have an exciting role in a young, fast-growing, dynamic & international organisation. You'll be part of an enthusiastic, highly motivated team of 800+ international Catawikians; you'll have big responsibilities and can really create something. Additionally you can expect:

• Working with a top notch team acting on a champions league level in a super complex dynamic environment; you will learn a lot!
• A diverse and international team with over 50 different nationalities.
• A great office located in the heart of Amsterdam with an easy-going atmosphere.
• Our entrepreneurial environment encourages everyone to take initiative and experiment with new ideas. You’ll actively contribute to the growth of the Catawiki platform.
• Tailor-made trainings to facilitate your personal and professional growth
• The fun part! Our Activity Committee plans everything from ‘CataFooty’ to International Food Festivals, Friday Drinks, Board Game Nights, Pub Quizzes and Boot Camps!
• Stock Options: All Catawikians are granted 100 Stock Options after 12 months of service.
• And there’s more! Paid holidays, holiday allowance and a fantastic pension plan paid for by Catawiki.