How We Placed a Head of Customer Experience for a Global Mobility Technology Company in London
Head of Customer Experience – Global Mobility Technology Company, London
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.
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.
1
5+ Years
Tenure with the organisation
2
1 Promotion
CX Manager to Head of CX
3
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.
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