Head of Customer Experience

About the role

The Head of Customer Experience is a full‑time, on‑site role based in Kigali City, Rwanda. You will design and lead the overall customer experience strategy across EVPulsar’s charging network, ensuring a consistent, positive experience for EV users.

Key responsibilities

• Map customer journeys and define service standards.
• Coordinate with operations, product, and support teams to deliver seamless experiences.
• Monitor customer feedback and oversee resolution of service issues.
• Implement initiatives to increase satisfaction and loyalty.
• Establish performance metrics and drive continuous improvement in processes, communication, and service delivery.
• Lead and develop a customer‑facing team.

Required profile

• Strong capabilities in Customer Experience Management and strategy, with a track record of designing and improving end‑to‑end journeys.
• Demonstrated focus on Customer Satisfaction, including setting and monitoring targets.
• Proficiency in Customer Service leadership, managing frontline teams and handling escalations.
• Solid analytical skills to interpret data, feedback, and usage patterns.
• Experience building and scaling customer‑centric processes in fast‑growing or startup environments, ideally within mobility, energy, or technology sectors.
• Excellent communication, relationship‑building, and stakeholder management abilities.
• Proven people‑management experience, including coaching and fostering an inclusive, high‑performing team culture.
• Bachelor’s degree in Business, Management, Marketing, Engineering, or related field; advanced degree is a plus.
• Comfort working on‑site in Kigali City and engaging directly with customers, partners, and local communities.
• Commitment to sustainability, innovation, and accessible mobility solutions in emerging markets.