Head of Charging Experience

Nikol EV is looking for a Head – Charging Experience to own the complete EV user's journey across our charging network.

This role will be responsible for making EV charging simple, reliable, transparent and frictionless for every customer.

The mandate covers the complete journey:

Locate → Navigate → Plug-in → Start → Charge → Pay → Invoice → Support

The candidate will work cross-functionally with Technology, Network Operations, O&M, Finance, Product, Business and Marketing teams to ensure that every customer interaction with Nikol EV delivers a consistent and superior experience.

KEY RESPONSIBILITIES

Own the Complete Customer Journey

Take end-to-end ownership of the customer's charging experience, from discovering a charger to completing a successful charging session.

Identify friction points at every stage:

Locate

Accurate station locations

Real-time charger availability

Pricing visibility

Charger status and connector information

Navigate

Accurate navigation

Site accessibility

Clear station directions

Parking and entry information

Plug-in

Charger accessibility

Connector availability

Clear on-site instructions

Physical infrastructure and signage

Start

App / QR / RFID / other charging initiation

Authentication and payment issues

Minimise failed charging-session starts

Charge

Reliable charging experience

Charger uptime

Session monitoring

Accurate energy delivery and charging status

Real-time customer communication

Pay

Seamless digital payments

Wallet / UPI / card / other payment mechanisms

Refund and failed-payment resolution

Transparent pricing

Invoice

Accurate invoices

Automated receipts

GST-compliant billing

Easy access to transaction history

Support

Fast issue resolution

24×7 customer support

Escalation management

Complaint closure and customer communication

Customer Experience & NPS

Build a customer-centric culture across the charging network.

Key responsibilities:

Own NPS / CSAT / customer satisfaction

Track customer complaints and recurring issues

Identify root causes rather than only resolving individual complaints

Establish customer experience benchmarks

Develop processes to reduce repeat complaints

Monitor customer retention and repeat charging behaviour

Key objective:

Increase successful charging sessions while reducing customer effort, complaints and failed sessions.

Charging Session Success

Work closely with Technology and O&M teams to improve:

Session start success rate

Charger uptime

Payment success rate

Charging completion rate

Failed transaction rate

Refund turnaround time

Average issue-resolution time

Customer wait time

Develop a Charging Experience Dashboard with real-time visibility into customer-impacting issues.

Customer Support Operations

Own the complete customer support function for the charging network.

Build and manage 24×7 customer support processes

Establish SLAs for different categories of complaints

Develop escalation matrix

Monitor first-call resolution

Implement ticketing and complaint management systems

Analyse customer complaints for systemic issues

Coordinate with O&M and technology teams for technical resolution

Suggested targets

First Response: < 2 minutes

Critical Charger Issue Escalation: Immediate

Standard Complaint Resolution: < 24 hours

Refund Resolution: < 48 hours

Technology & Product Collaboration

Act as the voice of the customer for Nikol EV's technology and product teams.

Work closely with the CTO/Product team on:

Mobile App experience

Charging CMS

Station discovery

Charger availability

Booking

Payments

Wallet

Pricing

Invoicing

Notifications

Customer support

Loyalty / rewards

Convert customer feedback into clear product requirements and improvements.

Network Experience

Charging experience is not limited to the app.

The candidate will work with Network Operations to improve the physical customer experience at every charging station:

Signage

Parking

Charger accessibility

Lighting

Cleanliness

Safety

Cable management

User instructions

Branding

Site information

Customer amenities

Develop a standard Nikol EV Charging Experience SOP applicable across all locations.

Data & Analytics

Build a data-driven understanding of customers and charging behaviour.

Track:

Number of charging sessions

Successful vs failed sessions

Repeat users

Average session value

Average charging duration

Energy consumed

Customer complaints

NPS / CSAT

Refunds

Payment failures

Charger-level issues

Location-level customer experience

Customer retention

Identify the top 10 customer pain points every month and drive their closure.

Cross-Functional Leadership

This is a highly cross-functional role. The Head - Charging Experience will coordinate with:

Technology

→ App, CMS, payments, integrations

Operations

→ Site quality, accessibility, uptime

O&M

→ Charger failures and resolution

Finance

→ Billing, refunds, reconciliation

Product

→ Customer journey and product improvements

Marketing

→ Customer communication and engagement

Business Development

→ Enterprise/fleet customer requirements

MUST-HAVE EXPERIENCE

5+ years of experience in Customer Experience, Customer Operations, Product Operations, Mobility, FinTech, Automotive, Travel, E-commerce or Digital Platforms.

Experience managing a large customer-facing operation or digital platform.

Strong understanding of mobile apps, digital payments and customer support systems.

Experience managing NPS/CSAT and customer journey metrics.

Strong analytical and problem-solving ability.

Proven experience working across technology and operations teams.

Strong stakeholder and team-management skills.

Preferred Experience in:

EV charging / EV ecosystem

Mobility / automotive

Fleet operations

Energy / utilities