Do you want to change the world?
Do you want to change the world? That is what we do at Cabify. Our goal is to make cities better places to live, improving the mobility of the people who live in them, connecting passengers and drivers with just the touch of a button. One day, cities may be places where no one needs a private car, but we still have a long way to go… will you join us?
In the Customer Experience and Operations team we are looking for the right person to join as an Operational Excellence Specialist.
Role mission:
Structure the User Experience of your audience, guaranteeing service quality through in-depth diagnostics based on data, voice of the customer and qualitative analysis. Your mission is to prioritise and drive the Continuous Improvement Roadmap with a systemic approach, executing agile solutions and directly impacting the user experience and the profitability of the business.
About the team you will work with:
You will be part of Customer Operations (COPs), a cross-functional team focused on transforming operations through value architecture, governance, performance analysis and AI-governed automation.
How you will help us achieve our mission?
- Identify friction points and opportunities in the journey through qualitative and quantitative analysis (Voice of the Customer, surveys, usage) to translate them into functional improvement requirements.
- Define, prioritise and execute the Continuous Improvement Roadmap, ensuring milestones are met on time and in full.
- Act as a Proximity Sensor for control alerts, distinguishing between local tactical noise and real systemic signals.
- Present preliminary analyses in control sessions to determine whether deviations are resolved with corrective actions or escalated to an in-depth diagnosis of the problem.
- Design and execute lightweight automations (No-Code and internal AI) to eliminate manual tasks for your audience.
- Escalate requirements when solutions require structural changes.
What are we looking for?
Education and Experience
- Education: Bachelor's degree in Business Administration, Engineering, Service Design/UX or related fields.
- Experience: 3-5 years in Continuous Improvement, Customer Experience (CX), Operational Excellence, Process Consulting or Project Management.
Technical Skills
- Experience & Processes: Mastery of Design Thinking, Customer Journey Mapping, Agile/Scrum and problem-solving methodologies
- Data Analysis: Interpreting experience and operations metrics on BI platforms (Looker Studio, Tableau)
- No-Code and AI Ecosystem: Experience with No-Code automation tools (N8N, Make) and applied use of AI for operational efficiency.
Soft Skills
- Systemic Vision: Holistic analysis of problems without getting lost in reactive detail.
- Healthy Conflict: Assertiveness in rejecting non-standard requests or those without justified impact.
- Focus on Measurable Impact: Orientation towards deliverables with quantitative value and closing cycles.
What do we offer?
We are a company full of happy and motivated people… and we don't want that to change! Here are some reasons why you will love being part of the Cabify family:
📝 Permanent contract with a competitive salary
🌍 Flexible start and finish times so you can organise yourself at your own pace
💸 Monthly credit to use in our Cabify App
💰 Flexible compensation plans tailored to your needs
🎟️ Discounts at restaurants, shops and gyms
🐶 Pet room so you can bring your furry friend to the office
🖥️ Work equipment so you can develop all your talent
Cabify takes pride in being a workplace with equal opportunities. We celebrate diversity and are committed to creating an inclusive environment for all people, regardless of origin, gender, religion, orientation, age or ability. Join us!