Customer Experience (CX) Associate

Role Overview

At Greenwheels, we are building better mobility experiences by putting our customers at the heart of what we do. We are looking for a Customer

Experience (CX) Associate to join our team and help us continuously improve how customers interact with our products, services, and teams.

In this role, you will help bring the voice of the customer into everyday decision-making by collecting and analyzing customer feedback, reviewing key customer interactions, identifying recurring pain points, and supporting the implementation of practical solutions.

You will work across different teams to identify patterns in customer behavior and feedback, turn data into meaningful insights, and support initiatives that create more consistent, seamless, and customer-focused experiences.

This is an opportunity for someone who is analytical, curious, objective, and passionate about improving customer experiences to make a direct impact in a growing mobility business.

Key Responsibilities

Customer Journey Monitoring & Analysis

• Review customer journeys across onboarding, payments, support, and operations to identify pain points and opportunities for improvement.
• Support the CX Manager in mapping and documenting customer experiences and process flows.
• Analyze customer interactions and process observations to identify opportunities to improve the overall customer journey.
• Propose practical improvements based on customer feedback, data, and process observations.

Voice of the Customer Programs

• Conduct frequent Customer Satisfaction (CSAT) surveys following customer interactions or process changes.
• Participate in quarterly Net Promoter Score (NPS) surveys by compiling data, conducting analysis, and preparing reports.
• Support structured customer feedback collection through phone interviews, field visits, and feedback surveys.
• Track recurring customer issues and trends and escalate them to the CX Manager with clear, evidence-based insights.
• Help ensure that customer feedback is consistently captured, analyzed, and translated into actionable insights.

Root Cause Analysis & Issue Identification

• Regularly review tickets, complaints, and support center data to identify recurring customer issues and trends.
• Flag patterns that require Root Cause Analysis (RCA) and support the preparation and coordination of RCA sessions.
• Collaborate with relevant teams to gather additional context and data during investigations.
• Support the development and tracking of solutions to address recurring customer pain points.

Stakeholder Collaboration Support

• Assist in preparing for interdepartmental alignment meetings by consolidating customer data and presenting relevant insights.
• Provide customer feedback summaries to internal teams to encourage collaboration and joint problem-solving.
• Work with different departments to ensure customer issues are clearly understood and followed through to resolution.
• Document customer issues linked to external partners, such as Uber and ArcRide, and track resolution progress.

Customer Dissatisfaction Monitoring

• Monitor indicators of customer dissatisfaction, including complaints, feedback trends, and emerging concerns across online platforms.
• Maintain an accurate log of dissatisfaction-related incidents and support the CX Manager with escalation and resolution strategies.
• Identify emerging patterns that may require timely intervention.
• Ensure customer dissatisfaction issues that could potentially lead to wider disruption or unrest are accurately documented and escalated.

Requirements

• A Bachelor’s Degree or Diploma in a Business-related field is preferred.

• At least 1 year of experience in Customer Experience, Customer Support, Quality Assurance, or a related customer-facing role.

• Strong experience in customer feedback analysis, NPS/CSAT, Voice of Customer (VoC), and customer journey monitoring.

• Strong analytical and problem-solving skills, with the ability to identify recurring issues, trends, and customer pain points.

• Ability to conduct and support Root Cause Analysis (RCA) and translate customer insights into actionable recommendations.

• Strong communication and stakeholder-management skills, with the ability to collaborate effectively across departments.

• Experience with

  CRM systems, customer support ticketing platforms, survey tools, and data-reporting systems is an advantage.

• Strong reporting, documentation, and data-analysis skills, with keen attention to accuracy and detail.

• Ability to monitor customer dissatisfaction, identify potential escalation points, and support effective resolution strategies.

• Ability to work independently and collaboratively, while contributing to cross-functional problem-solving and continuous improvement.

• A genuine interest in understanding customers, challenging assumptions, and using data to improve experiences.

Key Performance Indicators (KPIs)

1. Net Promoter Score (NPS): Target — 40+ quarterly NPS.
2. Customer Satisfaction Score (CSAT): Target — 80% satisfaction across all functions.
3. Data Accuracy: Target — 100% accuracy in customer experience reports and insights.

Benefits

• Medical Cover – Access to company-provided medical insurance.
• Learning & Development – Opportunities for professional development, training, and continuous learning.
• Growth Opportunities – Exposure to cross-functional projects and opportunities to grow within a growing mobility company.
• Employee Engagement – Participation in company events, team activities, and employee engagement initiatives.
• Collaborative Work Environment – Work alongside teams across different functions and contribute to meaningful customer and business improvements.

At Greenwheels, you’ll have the opportunity to make a meaningful contribution to how we improve customer experiences while developing your skills and growing your career in a dynamic mobility environment.