Customer Experience Specialist

About Road

Road empowers companies across the EV ecosystem with the technology and services they need to grow and deliver seamless charging experiences. We provide the critical infrastructure the EV charging ecosystem depends on through a purpose-built software platform, supported by deep domain expertise and world-class customer service.

Today, Road serves over 200,000 customers, covers 20% of the Dutch market, and is scaling internationally. Operating at the intersection of cleantech and fintech, our mission is simple but ambitious: to make EV charging effortless for everyone.

As a Customer Experience Specialist, you play a key role in ensuring that customer feedback and real-world experiences are clearly understood, interpreted, and translated into actionable insights across Road.

You act as the bridge between customer signals and internal decision-making. By identifying patterns in feedback, mapping customer journeys, and highlighting expectation gaps, you help Product, Marketing, Operations, and Finance make better, more customer-centric decisions.

This is not a traditional support or FAQ role. Your focus is on insight, clarity, and alignment — ensuring Road’s product development, go-to-market communication, and customer readiness are grounded in real customer needs.

You will report to the Head of Marketing and work closely with Product, Business Operations, Support, and Product Marketing teams.

Customer feedback interpretation & insights to strengthen retention

• Analyse customer feedback outputs such as NPS themes, qualitative feedback, recurring questions, and public reviews.
• Identify trends, patterns, and root causes beyond raw scores.
• Translate customer feedback into clear, structured insights that inform Product, Marketing, and Operations decisions.

Customer journey mapping & expectation clarity

• Map and maintain customer journeys for key Road segments.
• Identify points of friction, confusion, or unmet expectations across the customer lifecycle.
• Highlight where clearer communication, onboarding, or guidance is needed.

Cross-functional alignment

• Share CX insights consistently with key stakeholders e.g., Product, Marketing, Operations, and Finance teams.
• Support Product teams by framing customer problems in a way that supports roadmap prioritisation and decision-making.
• Partner with Marketing and Product Marketing to inform messaging, onboarding flows, and sales enablement based on customer insights.

Product releases & customer readiness

• Collaborate with Product and Marketing shareholders on product releases communications.
• Anticipate customer questions, misunderstandings, and journey impacts resulting from new features.
• Support internal teams by providing context for customer knowledge and help content related to releases.

Public feedback monitoring

• Monitor and respond to public customer reviews (Google, Trustpilot, Feedback Company) in line with Road’s tone and escalation guidelines.
• Identify recurring themes from public feedback and ensure they are reflected in broader CX insights.

What you bring

• Strong analytical and interpretive skills; comfortable working with reports, datasets, and qualitative feedback.
• Ability to translate customer feedback into clear, structured insights for internal stakeholders.
• Solid understanding of customer journeys and how expectations evolve across the lifecycle.
• Clear and concise written communication skills.
• A collaborative mindset with a strong sense of ownership and follow-through.
• Experience working with customer tooling such as Hub Spot, Intercom, or Salesforce (or willingness to learn quickly).

Requirements

• 2–3 years of experience in customer experience, customer insights, product marketing, operations, or similar roles in a B2B or SaaS environment.
• Proven ability to analyse and interpret customer feedback data (e.g. NPS, reviews, qualitative comments, support themes) and translate it into clear, actionable insights.
• Experience with customer journey mapping and identifying friction points across the customer lifecycle.
• Strong written communication skills; able to structure insights clearly for Product, Marketing, and…