Senior Customer Experience Manager

Stuart is a leading tech-enabled logistics platform that transforms on-demand delivery across sectors like food, grocery, and retail. Operating in over 130 cities across Europe, Stuart connects businesses with a network of independent couriers, providing access to fast, flexible, and efficient deliveries.

Our Mission

We are an impact-driven company that aims to build the future of logistics for a more sustainable world: shared, efficient and reliable. We are committed to creating a new standard for urban deliveries that meet today's environmental and social challenges while offering a premium delivery experience blending speed, flexibility and convenience.

Stuart is a highly diverse and inclusive company with employees from different nationalities and backgrounds working across France , Poland , Spain and the UK.

It's the right moment and the right place for us to make an impact on millions of people, as home delivery services hit a record high. And guess what? You can help us fulfil our vision

About the Team

The BPO & Customer Operations team drives process improvement, experience optimisation, and operational excellence across client and courier journeys. The team leverages analytics, automation, and data intelligence to enhance satisfaction, efficiency, and contact rate performance. We collaborate cross-functionally to identify opportunities for improvement, streamline workflows, and deliver AI-driven solutions that simplify operations and improve the overall service experience.

This role contributes directly to that mission by transforming insights into actions, building intelligent workflows, and embedding automation into the customer and courier experience.

About the Role

We are seeking a Senior Customer Experience Manager to lead initiatives that enhance customer experience through data analysis, automation, and process optimisation. The role focuses on understanding client and courier pain points, designing optimised workflows, and working closely with our Automation and Product teams to implement scalable, intelligent solutions, including chatbots and AI-driven automations that improve engagement, efficiency, and contact rate performance.

The ideal candidate combines analytical expertise, operational understanding, and a strong ability to translate insights into impactful process improvements.

• Conduct deep-dive analyses into client and courier experience data to identify patterns, pain points, and improvement opportunities.
• Design, document, and optimise workflows and process maps to enhance service delivery and operational performance.
• Partner with the Automation team to develop and implement automation initiatives, including chatbot design and workflow automation.
• Build and maintain reporting dashboards in Superset (or similar BI tools) to track CX and operational performance.
• Assess and communicate the impact of automation on key experience metrics such as Contact Rate, CSAT, and Cost.
• Collaborate with Product, Data, and Operations teams to create data-driven solutions that simplify the customer journey.
• Champion the use of automation and engagement tools (e.g., Intercom, Zendesk or similar) to deliver efficient and personalised support experiences.

• Proven experience in Customer Experience, BPO Operations, or Process Improvement roles.
• Strong expertise in process mapping, workflow design, and identifying opportunities for automation.
• Hands-on experience using automation, chatbot, or customer engagement platforms such as Intercom or similar tools.
• Proficiency with data visualisation tools, ideally Superset (or Power BI, Looker, Tableau).
• Strong analytical mindset and ability to translate data insights into operational strategies.
• Understanding of AI and automation concepts, including distinctions between Machine Learning and Generative AI (e.g. be able to explain prompt management, context windows, retrieval augmented generation).
• Demonstrated project management and cross-functional collaboration experience.
• Fluency in English (spoken and written) is required.
• SQL or equivalent data query experience is a plus.

• Play a key role in shaping automation and experience strategies within a fast-paced operations environment.
• Collaborate with Automation, Product, and Operations teams to deliver intelligent, scalable solutions.
• Be part of a team committed to innovation, continuous improvement, and operational excellence.
• Make a measurable impact on how clients and couriers experience our services every day while driving key metrics such as contact rate and satisfaction.

• Work in an international, dynamic and passionate environment with a company culture focused on learning and development
• Hybrid working model and flexible hours

• Meal Vouchers (40zł daily‎)
• Stuart Academy, offering a wide range of upskilling and development opportunities
• Wellness Allowance with our partner Juno 171 zł / month
• Private healthcare provided by Luxmed
• Work-from-Abroad policy (enjoy 30 days per year working from anywhere)

At Stuart, we believe that employees today want to evolve in collaborative, high-growth environments where they can demonstrate their abilities and thrive both professionally and personally. We are convinced that employees need to find alignment between their inner values and their company's culture and mission to unlock their full potential. We work to create a culture of empowerment, continuous learning and growth where everyone can bring expertise, own projects and easily measure their impact

Stuart is proud to be an equal opportunity workplace dedicated to promoting diversity. We don't discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status

Please note: Our Talent Acquisition Team is international coming from across the world We kindly ask you to please submit your CV and application in English so that it can be reviewed correctly (unless the job posting is in a language other than English). Thank you

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