Head of Customer Experience Recruitment | Mobility Tech Case Study

The Challenge

A fast-growing global mobility technology company — connecting super apps with mobility service providers worldwide — needed a leader to establish and scale its customer experience function from the ground up. The role required designing and overseeing a global customer support framework, managing remote and multicultural teams, and introducing efficient systems and processes to drive measurable improvements in customer satisfaction. The hire needed to deliver results immediately while building the infrastructure for long-term CX excellence.

‍

The Client

Mobility Technology company connecting super apps with global mobility service providers. Based in London, UK with global operations. Hiring need: first dedicated Head of Customer Experience to design and scale the global CX function.

Headquarters

Employees

Funding

Investors

Valuation

Our Approach

Optima Search | Europe & America identified Béla B. through a targeted and personalised search process.

Two people working together at a wooden desk with laptops and paper documents covered in handwritten notes and diagrams.

Insight-driven search: Engaged closely with the client to understand operational challenges, growth objectives, and the specific demands of building a global CX function in a fast-moving tech environment.
‍
Cultural and strategic alignment: His open-minded, results-oriented approach aligned strongly with the organisation's innovative culture and need for a dynamic, hands-on leader capable of operating with autonomy.
‍

Candidate profiling: Béla's experience building global teams, combined with his adaptability across industries and strong CRM and process design background, highlighted him as an ideal fit.
‍

The Results

Béla B. was successfully placed and has become a cornerstone of the organisation's global customer experience function. Over five years, his tenure has been marked by consistent leadership development and significant contribution — exceeding the duration of previous roles and reflecting the strength of both cultural alignment and precision recruitment.

5+ Years

Tenure with the organisation

1 Promotion

CX Manager to Head of CX

Global

CX function built from ground up

Further Results

Career Progression

Year 1–3

Customer Experience Manager

Designed and implemented scalable CX processes, built remote multicultural teams, and introduced CRM systems.

Year 3–Present

Head of Customer Experience

Promoted internally, leading global CX strategy, driving customer satisfaction and operational efficiency across all markets.

Ready to Find Your Next Executive Leader?

Book Executive Search Consultation

By clicking “Accept All Cookies”, you agree to the storing of cookies on your device to enhance site navigation, analyze site usage, and assist in our marketing efforts. View our Privacy Policy for more information.