About the Role
Spiro is the largest electric vehicle company in Africa, specializing in e-mobility technologies, e-bikes, and batteries. Operating across multiple nations, we are dedicated to transforming urban mobility, reducing carbon emissions, and empowering local communities through sustainable energy. As our Customer Experience Design Lead, you will shape seamless, intentional customer journeys across our physical swap stations, digital apps, and human support channels as we rapidly scale across the continent.
Key Responsibilities- Map and design comprehensive customer journeys across acquisition, onboarding, service usage, support, and retention.
- Lead human-centred design initiatives, utilizing Voice of Customer and insights data to identify friction points and prototype new solutions.
- Collaborate closely with Product, Tech, Operations, and Service Excellence teams to co-create intuitive digital touchpoints like apps and IVR systems.
- Facilitate cross-functional workshops to drive awareness, alignment, capability building, and organizational buy-in.
- Drive change management initiatives with country teams to ensure new customer journey implementations improve experiences while optimizing cost-to-serve.
- Bachelor’s degree in Technology, Mathematics, Sciences, or a related field.
- Minimum of 5 years of professional experience in CX, Service Design, Journey Design, or UX-adjacent roles.
- Demonstrable portfolio showcasing successful end-to-end experience redesigns, preferably within multi-market or field-operations settings.
- Expertise in journey mapping, service blueprinting, and design-thinking methodologies.
- Relevant certifications in Project Management, Service Design, or UI/UX Design are a strong advantage.
- Competitive salary and performance-based incentives.
- Opportunity to work at the forefront of Africa's green energy and sustainable transportation revolution.
- Dynamic, high-growth, and inclusive work environment with opportunities for rapid career advancement.