Senior Customer Experience Manager

Stuart is a leading tech-enabled logistics platform that transforms on-demand delivery across sectors like food, grocery, and retail. Operating in over 130 cities across Europe, Stuart connects businesses with a network of independent couriers, providing access to fast, flexible, and efficient deliveries.

Our Mission 🚀

We are an impact-driven company that aims to build the future of logistics for a more sustainable world: shared, efficient and reliable. We are committed to creating a new standard for urban deliveries that meet today’s environmental and social challenges while offering a premium delivery experience blending speed, flexibility and convenience.

Stuart is a highly diverse and inclusive company with employees from different nationalities and backgrounds working across France 🇫🇷, Poland 🇵🇱, Spain 🇪🇸 and the UK. 🇬🇧

It’s the right moment and the right place for us to make an impact on millions of people, as home delivery services hit a record high. And guess what? You can help us fulfil our vision 🙌

About the Team

The BPO & Customer Operations team drives process improvement, experience optimisation, and operational excellence across client and courier journeys. The team leverages analytics, automation, and data intelligence to enhance satisfaction, efficiency, and contact rate performance. We collaborate cross-functionally to identify opportunities for improvement, streamline workflows, and deliver AI-driven solutions that simplify operations and improve the overall service experience.

This role contributes directly to that mission by transforming insights into actions, building intelligent workflows, and embedding automation into the customer and courier experience.

About the Role

We are seeking a Senior Customer Experience Manager to lead initiatives that enhance customer experience through data analysis, automation, and process optimisation. The role focuses on understanding client and courier pain points, designing optimised workflows, and working closely with our Automation and Product teams to implement scalable, intelligent solutions, including chatbots and AI-driven automations that improve engagement, efficiency, and contact rate performance.

The ideal candidate combines analytical expertise, operational understanding, and a strong ability to translate insights into impactful process improvements.

Current benefits include :

At Stuart, we believe that employees today want to evolve in collaborative, high-growth environments where they can demonstrate their abilities and thrive both professionally and personally. We are convinced that employees need to find alignment between their inner values and their company’s culture and mission to unlock their full potential. We work to create a culture of empowerment, continuous learning and growth where everyone can bring expertise, own projects and easily measure their impact 🙌

Stuart is proud to be an equal opportunity workplace dedicated to promoting diversity. We don’t discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status 💙

Please note: Our Talent Acquisition Team is international coming from across the world 🌍 We kindly ask you to please submit your CV and application in English so that it can be reviewed correctly (unless the job posting is in a language other than English). Thank you 🤗

Want to learn more about us? Visit https://stuart.com/about-us/