Director of Customer Experience

About the role

Snabbit is seeking a Director of Customer Experience to shape and own the end‑to‑end CX strategy as the company scales across cities and service categories. You will lead a data‑driven organization that turns customer insights into actionable improvements, ensuring every interaction—from booking to post‑service—is seamless and delightful.

Key responsibilities

• Define and own the overall CX charter aligned with business growth objectives.
• Track and improve core CX metrics such as CSAT, NPS, complaint rate, resolution time, repeat rate, cancellation rate and retention.
• Build and lead a high‑performing CX team covering support, quality, escalation management and operations.
• Design scalable processes, SOPs, workflows and governance mechanisms for multi‑city expansion.
• Establish clear SLAs and performance standards across all customer touchpoints.
• Own the full customer journey, identify friction points and collaborate with product, operations and marketing to enhance the experience.
• Create a robust customer insights engine using feedback, complaints, support data and behavioural analytics.
• Partner with product and technology teams to translate insights into product and process improvements.

Required profile

• Strategic thinker with strong operational rigor and a customer‑obsessed mindset.
• Proven experience building and scaling CX organisations in fast‑growing environments.
• Excellent cross‑functional collaboration skills with product, operations, technology and marketing teams.
• Data‑driven decision maker comfortable with metrics and root‑cause analysis.

Required skills

What we offer

• Opportunity to shape CX at a high‑growth startup.
• Collaborative, fast‑paced environment with cross‑functional impact.
• Competitive compensation package.