Head Of Customer Experience

Head of Customer Experience

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 usab