Head of Customer Experience, Delivery

Every Delivery order connects three sides: the customer waiting for food or groceries, the courier bringing it and the restaurant or store preparing it. As Head of CX, Delivery, you’ll own their end-to-end customer experience across all markets, ensuring that improvements for one side don’t come at an unfair cost to another.

Your goal is to make ordering, delivering and selling on Bolt so reliable that most support contacts never need to happen. When help is needed, customers should receive an instant, correct resolution in the app. When a live order requires human support, a capable expert should resolve the issue within minutes.

You’ll be the accountable partner to Delivery business leaders for customer outcomes and own the vertical’s support policies. Success means fewer contacts per order, faster live-order resolution and better satisfaction across all three sides. Refund and compensation costs should fall because fewer orders go wrong and policies are fair.

• Own customer outcomes across Delivery. Improve customer, courier and merchant satisfaction, first contact resolution, repeat contact rates and contacts per order across all markets. Keep measurement definitions, denominators and time periods clear, and distinguish measured results from estimates.
• Eliminate the root causes of contact. Identify and quantify friction around order accuracy, missing items, late or failed deliveries and courier payouts. Address merchant and courier pain points in onboarding, portal usability and account management. Agree a named Product or Operations owner and delivery date for each fix, then track its impact.
• Own Delivery support policies. Develop fair, simple and economically sound policies for refunds, redelivery, replacements, missing or incorrect items, late orders, disputes and compensation. Balance the needs of all three sides, make policies executable through automated systems and validate changes through A/B testing before rollout.
• Make live-order support fast and automation effective. Define the support experience when an order goes wrong and ensure in-house teams and partners can deliver it quickly. Partner with CX Performance to expand automation where resolution quality is proven through reopen rates and customer satisfaction, and give Product and automation teams prioritised requirements for tooling and self-service.
• Lead and develop the Delivery CX team. Set clear outcomes for regional CX managers, policy programme managers and escalation specialists. Build strong leaders and maintain a flat structure with clear ownership.
• Embed customer experience in Delivery business decisions. Lead weekly customer health reviews across all three sides and monthly reviews of policy and root-cause progress. Represent customers, couriers and merchants in product decisions, including assessing readiness before changes that could increase contacts.

• You’ve led customer experience, operations or policy at scale in a multi-sided marketplace and personally owned metrics such as customer satisfaction, contact rate, refund rate or cost to serve.
• Experience in food or grocery delivery, quick commerce, e-commerce or logistics is a plus.
• You look for the reasons customers need help and address the underlying causes.
• You have operational depth in live delivery journeys and can examine support queues, refund records and product flows to identify where the experience breaks down.
• You can design policies that balance customer, courier and merchant needs with sound business economics, and explain the trade-offs clearly and concisely.
• You use AI and automation naturally in your work and can distinguish between closing a ticket and solving a customer’s problem.
• You use evidence to determine where automation improves outcomes and where human support is needed.
• You build credibility with business leaders, merchants and engineers, communicate directly and challenge decisions with evidence.
• You’re rigorous about data quality and honest about what the results show.
• You build strong teams and leaders, work effectively with few management layers and take ownership of outcomes.
• You move quickly and use resources thoughtfully.

• Accelerate your professional growth with unique career opportunities.
• Enjoy a rewarding salary and stock options, knowing that as Bolt succeeds, so do you.
• Take care of your physical and mental health with our wellness perks.
• Celebrate 5 years at Bolt with a 1-month paid sabbatical to recharge.
• Connect with colleagues at annual company events and smaller team gatherings.
• Balance flexibility and in-person collaboration with our hybrid model, including at least 12 monthly in-office days.