Head of Customer Experience, Delivery

About the role

Bolt is a global mobility platform connecting customers, couriers and restaurants or stores for food and grocery delivery. As Head of CX, Delivery, you will own the end-to-end customer experience across all markets, working with Delivery business leaders on customer outcomes and support policies. The goal is to make ordering, delivering and selling so reliable that most support contacts never happen, and to reduce refund and compensation costs.

Key responsibilities

• Own customer outcomes: improve satisfaction, first-contact resolution, repeat-contact rates and contacts per order across markets, keeping measurement definitions and time periods clear.
• Eliminate the root causes of contact: identify friction around order accuracy, missing items, late or failed deliveries and courier payouts, and agree owners and dates for fixes.
• Develop fair, simple and economically sound policies for refunds, redelivery, replacements, missing items, late orders, disputes and compensation, validated through A/B testing.
• Make live-order support fast and automation effective, partnering with CX Performance and giving Product and automation teams prioritised requirements.
• Lead and develop the Delivery CX team, set outcomes for regional CX managers, policy programme managers and escalation specialists, and keep a flat structure.
• Embed customer experience in business decisions: lead weekly customer health reviews and monthly policy and root-cause reviews, and represent customers, couriers and merchants in product decisions.

Required profile

• Experience leading customer experience, operations or policy at scale in a multi-sided marketplace, owning metrics such as customer satisfaction, contact rate, refund rate or cost to serve.
• Experience in food or grocery delivery, quick commerce, e-commerce or logistics is a plus.
• Operational depth in live delivery journeys, able to analyse support queues, refund records and product flows.
• Able to design policies balancing customer, courier and merchant needs with sound economics, and to build credibility with business leaders, merchants and engineers.

Required skills

• Use of AI and automation in daily work, distinguishing ticket closure from solving the customer's problem.
• Rigorous attention to data quality and evidence-based decision-making.
• Team leadership and ownership of outcomes in a flat, low-management-layer environment.

What we offer

• Salary and stock options.
• Wellness perks and a 1-month paid sabbatical after 5 years.
• Hybrid model with at least 12 monthly in-office days.
• Annual company events and smaller team gatherings.