Rider Experience Senior Specialist

About the role

Hungerstation, part of the Delivery Hero Group, is looking for a Rider Experience Senior Specialist in Riyadh. The role covers rider onboarding, satisfaction tracking, equipment and branding management, rider engagement, loyalty programs and process governance.

Key responsibilities

• Rider experience: run thorough onboarding sessions for new riders, help them understand policies and app functions, and work with cross-functional teams on complex rider concerns.
• Ensure riders comply with company policies and standards, and generate insights to continuously improve rider experience.
• Track and improve rider satisfaction, including Net Promoter Score (NPS) and churn rates.
• Manage regional inventory planning, demand forecasting and distribution logistics for rider branding and safety equipment, and partner with Marketing on design approvals and with Procurement on sourcing, vendor evaluation and cost optimization.
• Evaluate the technical and material quality of equipment to meet durability, safety and regulatory standards.
• Set up and optimize direct communication channels with the rider community, and run offline engagement events and digital campaigns.
• Design, roll out and track benefit programs, rewards and tiered incentives for riders, and support 3PL-managed cohorts through better experience and retention.
• Follow policies and procedures consistently, identify process improvements and uphold the company's values.

Required profile

• 2 to 4 years of relevant experience.
• Bachelor's degree in a relevant field.
• Excellent communication and interpersonal skills.
• Ability to collaborate effectively with cross-functional teams.