Head of Customer Experience

Urb-it is a Swedish tech start-up with offices in Stockholm, London and Paris. Our goal is to innovate the omnichannel shopping and service experience through focusing on changing customer expectations around convenience. We encourage a culture of risk-taking and ownership for all our employees, and promote working as a team to ensure we take ideas from inception to reality in a fast and effective way. Urb-it is an exciting place to work, where passionate, diverse, flexible and talented people are key to our success.

The Head of Customer Experience position at Urb-it requires both strategic ’thinking’ and design tactical ‘doing’. You will be responsible for the entire digital customer- / user experience for urb-it. Setting roadmap and strategies for UX/CX as well as project management and push prioritized initiatives throughout the organization.

Strategic duties include:

  •       Concept development.
  •       Defining the customer experience and product development strategy (leading a weekly steering      group with the senior management team).
  •       Defining the CX roadmap.
  •       Developing and championing personas.
  •       Communicating CX related activities across the organisation. 

Tactical duties include:

  •       Managing the design and user experience team and their tasks.
  •       Leading both concept research and user testing, and organising design support for marketing and sales.
  •       Responsibility for managing a well-functioning UX/design team.
  •       Ensuring the organisation makes decisions with the end user in mind.

 Your profile: 

  •       5+ years experinence from working with concept development/UX/service design.
  •       An strategic and realistic approach; makes an impact, convinces and persuades others, promotes plans and ideas successfully.
  •       High degree of independence, personal drive, “can-do” attitude and capability  to act on own initiative, makes things happen and accepts responsibility for the results.
  •       Highly self-driven and a proactive doer with a entrepreneurial spirit; produces fresh and imaginative ideas and solutions.
  •       Relevant academic degree.

For more information please contact Anna Palmdal; anna.palmdal@headagent.se or Leo Sjökvist; leo.sjokvist@headagent.se