Head of Strategy & Operations, Cart & Checkout CX

At Wolt, we’re on a mission to deliver seamless, innovative experiences for our customers worldwide. Enhancing our offering and optimizing customer experience are critical to our growth and the cornerstone of our business model's success. We’re looking for a Head of Strategy & Operations, Cart & Checkout CX to focus on and improve key consumer performance metrics such as Average Basket Size and Conversion Rate.

Key responsibilities:

Owning Consumer Initiatives

• You’ll take the lead on our Cart & Checkout business, and have E2E ownership over some of our core initiatives directly impacting our customer experience and KPIs, such as - upselling, tipping, post order experience and more!
• This includes budgeting and planning, prioritisation with product teams, tracking and reporting and cross-team collaboration

Data Analysis

• You’ll be analyzing data from multiple sources, using tools such as Looker, Mixpanel, Google Sheets and SQL
• You will identify drivers, gaps, and opportunities to enhance our product experience and operations
• You will use insights to prioritize new initiatives, address gaps, and highlight successful strategies

Operational Execution

• Execute and track operational projects that drive KPIs based on identified opportunities.
• Design and deliver regular reporting on key performance drivers, surfacing reasons for current performance.
• Collaborate with regional managers in the Consumer Business team to implement regional initiatives that improve consumer experience.

Cross-Team Collaboration

• Work closely with Product teams to create a shared vision and prioritize features that data indicates will have high impact.
• Coordinate with teams such as Merchant and Retail to ensure a holistic approach to solving challenges and capitalizing on opportunities.
• Collect and analyze business requirements across the organization.

Our humble expectations:

• 6+ years of work experience in management consulting, tech, investment banking, corporate strategy, business development, or related field; high-growth startup experience is strongly preferred
• Ability to influence senior leaders, working independently and as part of a team in a fast-paced, dynamic environment
• Excellent written and oral communication skills in English, with an eye for detail and a passion for presenting data and information in clear, compelling ways.
• Brilliant data analysis skills - exceptional ability to frame and synthesize complex business problems into clear, concise and easy-to-understand solutions. In the context of Wolt this means analytical thinking and solid Excel skills.
• You have a solid track record of identifying, scoping and delivering customer centric solutions with a detail-oriented yet flexible approach to problem solving. You know what great looks like and build to scale so that your solutions will be relevant for a multiple of the current size of the business.
• Natural tendency for ownership: we grow quickly, everyone has too much stuff to do, and just because something’s not in your job description doesn’t mean you shouldn’t do it.

Next steps:

If you’re excited about working in a high-growth environment, taking ownership, and joining a highly ambitious team, click below to apply and start the conversation!