Head Of Customer Experience

Head of Customer Experience

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Azienda : Caravel Group, Inc Tipo Lavoro : Full Time Italy

Descrizione Lavoro - Head of Customer Experience
Our 30-year journey rides on the passion of over 27,000 seafarers and 1,000 onshore professionals. Today, we are one of the largest independent third-party ship management companies managing over 650+ diverse types of vessels.

Headquartered in Hong Kong SAR, China, we operate on a global scale having 27 offices in 12 countries. Our client base spans over 100 world-class ship owners, including Fortune 500 companies from China, Greece, India, Japan, Korea, Netherlands, Norway, Turkey and the USA, among others.

In a shore career at FLEET, you will be working with a team of a highly passionate, self-driven and committed group of people. We aim to be a place where you can achieve your full potential, regardless of your background. We are looking for individuals who are ambitious about making a strong contribution to FLEET’s short and long-term sustainable growth – whether you are dealing directly with clients or working in a role supporting the business, such as technology, legal or communications.

Job Position Summary

At Fleet Management, we’re not just managing ships; we’re revolutionising maritime operations through cutting-edge technology. As Head of Customer Experience, you’ll be at the helm of our user experience strategy, ensuring our in-house IT product ecosystem, PARIS, delivers unparalleled value to our maritime operations running globally.

You’ll lead a talented crew of Product team members (including Business Analysts and QA Engineers), UI/UX Designers, and Customer Support/Training, transforming user feedback into actionable insights that drive the evolution of PARIS.

Your mission: to make PARIS the gold standard for maritime software in ship management enhancing the daily operations of our 600+ ships and 25,000+ seafarers.

Reporting directly to the CTO, you’ll collaborate with C-level and other senior leadership to align our technology with the unique demands of the maritime industry. This is your opportunity to shape the future of maritime technology and leave a lasting impact on an industry in the midst of digital transformation.

Key Roles and Responsibilities

Chart the Course : Strategic leadership of the Customer Experience function

Architect a comprehensive customer experience strategy that transforms user insights into actionable improvements, leveraging advanced analytics and user research to identify breakthrough opportunities that will revolutionise how PARIS serves maritime operations

Champion a user-obsessed culture where intuitive design and seamless accessibility drive every product decision, ensuring PARIS becomes the gold standard for maritime software user experience

Lead and scale a high-performing, cross-functional organisation encompassing Product Teams (Business Analysts, QA Engineers), UI/UX Designers, and Customer Training specialists—fostering innovation while delivering practical, market-leading solutions

Define and track meaningful success metrics including Net Promoter Score, user adoption velocity, and feature utilisation rates, establishing PARIS as the benchmark for excellence in maritime technology

Navigate Stakeholder Waters : Engagement & Influence

Partner strategically with C-suite executives and senior leadership to identify transformational opportunities where PARIS can deliver unprecedented value to both shore-based operations and seafaring teams

Transform complex user data and behavioural insights into compelling strategic narratives that drive organisational change and secure executive buy-in for ambitious customer experience initiatives

Build influential cross-departmental alliances spanning IT and Fleet operations, embedding customer-centricity into every PARIS touchpoint and business process

Monitor competitive landscape and emerging maritime technology trends to identify strategic opportunities for PARIS to maintain its competitive advantage

All Hands on Deck : Technical Leadership & Delivery

Lead process mapping initiatives using frameworks such as Lean or Six Sigma to systematically analyse current workflows, identify bottlenecks and uncover high-impact opportunities for operational effectiveness improvements that directly enhance user productivity and satisfaction

Oversee end-to‑end development and deployment of PARIS capabilities that delight users, ensuring every interface, workflow and interaction delivers exceptional value to diverse user communities from maritime professionals to shore-based operators. Prepared to roll sleeves up and get involved if needed

Orchestrate comprehensive user validation processes including usability t