Operations & Customer Experience Specialist

• Operations & Customer Experience Specialist

Operations & Customer Experience Specialist

About us

Casavo is the PropTech scaleup that offers smart solutions to sell and buy homes. Thanks to its technology and innovative model, the company is revolutionizing the real estate market, while simplifying the life of sellers and buyers. Casavo guides its customers through every step of the selling and buying process, providing total transparency and full control, so they can instantly find the right offer or home that matches their needs. The company moreover offers complementary services such as mortgage brokerage and collaborates regularly with main operators in the sector, including banks and real estate agencies. Originally founded in Milan by Giorgio Tinacci, from 2017 to date, Casavo has served almost 7,000 customers, raising over 800 million euros in equity and debt from some of the most renowned international investors. For more information, visit

Job Description

The Operations and Customer Experience Specialist will play a pivotal role in optimizing operational processes and enhancing the overall Casavo customer journey. This multifaceted role requires a strategic thinker who can balance operational efficiency with a customer-centric approach. The Operations and Customer Experience Specialist will be responsible for analyzing and improving operational workflows, implementing customer experience initiatives, and driving continuous improvement across all touchpoints.

Customer Experience

• Measure and monitor customer satisfaction across the Casavo value chain, providing the relevant insights on pain points and opportunities.
• Define the key metrics that drive customer satisfaction and work closely with Data to ensure they become a north star in the company culture.
• Take charge of processes and customer journey mapping initiatives to guarantee comprehensive visibility across the company value chain.
• Define service strategies and support in designing solutions that enhance customer satisfaction and drive business growth.

Operations

• Identify key performance metrics and closely monitor the impact of product and process changes, making necessary adjustments to encourage adoption and maximize returns.
• Work closely with Product, Design and Commercial teams to ensure alignment and facilitate the design, development, release and feedback collection for new features.
• Collaborate with the Head of Ops and other key stakeholders to explore and develop strategic initiatives aimed at maximizing ROI and driving business growth.
• Provide to the Ops team mentorship and guidance on design best practices and customer experience dynamics to foster a high-performing and collaborative work environment grounded on knowledge sharing and cross contamination.

Key Qualifications for the Role

• Full English and Italian proficiency
• 4+ years experience in operations, customer experience, service design or similar
• University degree required ideally in management, engineering, design or any technical discipline
• Demonstrated ability to work in an agile and cross functional environment
• Familiar with user journey mapping and process mapping techniques
• Strong communication skills, written and verbally
• Comfortable working under pressure and dealing with challenging goals
• Previous experience in tech companies (preferred)
• Previous experience in consulting (preferred)

We have built up four benefit pillars to make your life easier as a Casavo employee!

Physical

• 6 Pillow Days per year that we can use as a Sick Leave without showing any protocol number

Emotional

• Birthday Off to be used during your birthday month
• Mindfulness Journey

Social

• Smart Working Policy remote friendly
• Learn moments to share knowledge and experiences
• Corporate Social Responsibility Days in which, during wor
• King hours, employees engage in voluntary activities;