Passenger Experience Leader — Hybrid Resolutions

Veezu; Sheffield; Hybrid; GBP 65,000 - 85,000; Full time

Job summary

Veezu, the UK’s fastest growing taxi and private hire technology business, is seeking an experienced Head of Passenger Experience to oversee the end-to-end complaints process and drive improvements across the business. You will lead the Passenger Experience team in investigating concerns and ensuring fair, timely resolutions.

Reporting to the Director of Operational Compliance and Complaints, you will coordinate with operations to reduce recurring issues, develop systems like Intercom, and

Qualifications

• Proven experience in complaints handling and passenger resolution.
• Experience leading or managing teams.
• Strong written and verbal communication with empathy and business sense.
• Ability to influence stakeholders and drive improvements.
• Excellent investigative and analytical skills.
• Experience with Intercom or similar systems is desirable.
• Experience in transport, mobility, or regulated environments is desirable.

Responsibilities

• Lead and manage the Passenger Experience Team.
• Oversee end-to-end complaints across regions.
• Investigate high-risk, complex, or sensitive complaints.
• Ensure resolution within service levels and quality standards.
• Review outcomes for fairness and accuracy.
• Act as escalation point for complex concerns.
• Lead development and optimisation of passenger experience systems.
• Identify opportunities to improve processes and journeys through system enhancements.
• Produce reports on complaint volumes, trends and root causes.
• Analyze passenger feedback and work with operations to reduce recurring complaints.
• Monitor complaint performance metrics and team productivity.
• Provide recommendations to senior stakeholders based on passenger insights and emerging trends.
• Support initiatives aimed at improving passenger satisfaction and retention.

Skills

Complaint handling

Passenger experience

Team leadership

Stakeholder influence

Investigation & analysis

Communication

Attention to detail

Independent & collaborative work

Intercom

Microsoft Office Suite

Tools

Intercom

Microsoft Office Suite

Job description

Veezu, the UK’s fastest growing taxi and private hire technology business, is seeking an experienced Head of Passenger Experience to oversee the end-to-end complaints process and drive improvements across the business. You will lead the Passenger Experience team in investigating concerns and ensuring fair, timely resolutions.

Reporting to the Director of Operational Compliance and Complaints, you will coordinate with operations to reduce recurring issues, develop systems like Intercom, and