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VP Customer Experience



Customer Service
Stockholm, Sweden
Posted on Thursday, June 8, 2023
Want to be part of transforming road freight – for good? Einride is showing the world a new way to move, based on the latest digital, electric and autonomous technologies. Through our offering – freight capacity as a service – we enable businesses around the world to accelerate towards their sustainability goals.
Founded in 2016, Einride became the first company in the world to deploy a cab-less autonomous electric vehicle on a public road (Sweden, 2019). In 2022, we were the first to successfully operate such a vehicle on a US public road. Today, we are a team of more than 500 people, and our award-winning technology is being deployed across 8 countries (and counting). Our clients include some of the world’s biggest shippers, including Fortune 500 companies.
As VP of Customer Experience, you will play a pivotal role in enhancing our customers' journey, encompassing both in-product and in-person interactions throughout the entire sales cycle. Your cross-functional expertise and data-driven approach will be instrumental in developing and implementing programs that elevate customer satisfaction, advocacy, and retention. Collaborating closely with Marketing, Sales, and Product teams, you will create exceptional experiences that delight and surpass our customers expectations.

Job description

  • Lead the strategic creation and implementation of programs and initiatives that enhance customer satisfaction, engagement, and loyalty, including onboarding and support programs.
  • Collaborate with the Product & Design to optimize the in-product experience, contributing to usability, simplicity, and customer satisfaction.
  • Work with broader Marketing, Design and Comms teams to create compelling pre and post-sale experiences, driving advocacy, word of mouth marketing, and retention.
  • Analyze customer data, conduct research, and gain insights to identify pain points, improve customer journey, and meet customer needs.
  • Collaborate with Sales and Customer Success teams to align customer experience initiatives with revenue acceleration, retention and expansion goals.
  • Define key performance indicators (KPIs) for customer experience, develop monitoring systems, and measure success.
  • Stay informed about industry trends, best practices, and emerging technologies to drive continuous improvement and innovation.


  • 8+ years of experience in customer experience, product management, or related roles, preferably with B2B technology experience.
  • Strong background in creating programs that drive advocacy, word of mouth marketing and retention.
  • Data-driven mindset with experience in customer data analysis and translating insights into actionable strategies.
  • Excellent project management skills, ability to prioritize multiple initiatives and lead cross-functional teams.
  • Exceptional communication and collaboration skills, influencing stakeholders at all levels.
  • Strategic thinker with a balance of long-term vision and tactical execution.
  • Passion for delivering exceptional customer experiences, adept to change and able to thrive in fast past environments.
At Einride, we are innovators, building solutions the world has never seen before – but urgently needs. That’s why we take action, and it’s why we are always eager to be challenged. We know that our best innovations come from having a diverse mix of people, including those of different experiences, career paths, and walks of life. By coming together and sharing our perspectives openly – by disagreeing, discussing, and committing – we deliver greater impact.