Rider Experience Manager
YOUR MISSION AT VOI
As Rider Experience Manager you will report to the Head of Rider Experience and work continuously to drive improvements to the service design of Voi’s rider experience. In this role, you will build tools, processes and guidelines to identify and understand performance gaps, and support local market and R&D teams in mitigating business risk and taking concrete actions to drive product optimisation, market growth and P&L optimisation. This will include:
Tools & Processes: Developing and driving continuous improvement of tools, metrics, dashboards and processes to accurately monitor and represent the end-to-end rider experience across markets and compliance with local permit requirements.
Analysis & Insights: Analysing data, synthesising insights and building business cases to understand performance gaps, risks, and the impact and prioritisation of improvement opportunities.
Business optimisation enablement: Building frameworks, benchmarks and guidelines, and presenting actionable insights to advise and enable regional directors, country managers and local teams to understand performance gaps and take concrete actions to support market growth and P&L optimisation.
Product optimisation enablement: Providing R&D teams with synthesised insights, hypotheses and recommendations based on cross-market patterns, rider pain points and performance data to support ideation and prioritisation of development and new features in the product roadmap.
New product rollout: Supporting new product rollout, implementation and adaptation across markets.
Tender support: Contributing service design, rider experience and product optimisation expertise, ensuring that rider experience considerations are clearly articulated, competitive and supported by data in tender and permit-related processes.
WHAT YOU NEED TO EMBARK
We are looking for a structured, analytical, and strategic problem-solver with the ability to balance user experience, compliance requirements, and commercial constraints across markets, and collaborate effectively with diverse stakeholders in a fast-paced environment. In addition to being fluent in English, we believe the right person has:
A Bachelor's degrees within finance, economics, engineering or another related field
2+ years experience from operations, user experience and/or product optimisation
Experience contributing to complex, multi-stakeholder performance improvement projects
Hands-on experience of business modelling and data analysis
Strong data analytics proficiency including ability to independently manage large data sets and provide strategic insights to key stakeholders
Ability to build strong relationships, communicate effectively and manage key stakeholders
Ability to support multiple projects simultaneously
Don’t meet every requirement? If you are excited about this role and our mission, and have relevant, transferable skills, we encourage you to apply - even if you don’t check every box.
WHY VOI?
Working at Voi is more than just a job; our People Promise includes a personal voyage where you will grow as a professional and be part of a team and culture that builds something meaningful for society. In addition to this, you’ll have the opportunity to:
Join Europe’s #1 micromobility operator and one of the fastest-growing scaleups.
Get “skin in the game” through our employee options program, and have a direct impact on Voi’s rider experience across all markets.
Collaborate with inspiring, motivated, and fun colleagues towards a common goal.
Unlimited free Voi rides.
Join the micromobility revolution and help create sustainable cities made for living - free from noise and pollution.
- Business area
- Business Operations
- Role
- Strategy
- Locations
- Stockholm, London Office
- Remote status
- Hybrid
- Employment type
- Full-time
About Voi Technology
Since 2018, Voi has been on a mission to create safe, sustainable and reliable micromobility for everyone. Today we are the leading shared micromobility operator in Europe, with HQ in Stockholm (Sweden), operating 150,000+ vehicles in 110+ towns and cities across 12 countries, serving 8+ million riders with over 400+ MILLION rides to date, and we have no intention of stopping here! We believe that micromobility will play a central role in changing how people move in our towns and cities in the future and want to ensure that the micromobility transformation happens the right way - through real innovative technology, partnership and transparent dialogue with towns, cities and governments, and by adapting our products to the local needs. In addition to improving quality of life in cities around the world, we are contributing to the solution for climate change by making sustainable transportation options more widely available and promoting renewable energy use and circularity along our supply chain.
Diversity Matters
As a Voiager, we offer you a friendly, collaborative and fast-paced workplace where you can bring your whole self to work, regardless of gender, age, ethnicity, religion, disability or sexual orientation - and welcome applications from whoever you are, including veterans, those actively serving as a Reservist and their partners. What is most important to us is how you treat others and what skills and value you bring to our team. We believe that having a wide diversity of people with different backgrounds and perspectives within Voi is essential to our success in delivering the best user experience to our equally diverse user base. With employees from over 50 nationalities working within Voi, we believe we have made good progress but know we can still do more - therefore we discourage any photos, personal letters, or disclosure of any information that concerns other information than your professional experience.
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