Customer Experience Specialist

Ready to join the ride of your life?

At Swapfiets, we’re on a mission to make biking the easy, sustainable choice for everyone. We keep our members on the go by providing a high-quality ride, including free check-ups and repairs. Joining us means becoming part of this purposeful mission, and working alongside a great team in a fast-paced, fun environment to make it happen!

Start rolling up your sleeves.

Are you passionate about delivering unforgettable customer experiences and making service feel like magic? We’re looking for a creative, hands-on Customer Experience pro who thrives on connecting with teams, sparking improvement ideas, and driving consistency across every touchpoint — from in-store moments to big-picture strategy. If you're a natural at inspiring others, love turning feedback into action, and aren’t afraid to shake things up with a competition or two, this role is your chance to lead the charge in creating customer joy at every step.

How you pedal us forward!

• You're our ultimate champion of awesome service – spotting trends, sharing insights, and making sure every customer experience sparkles across the business.

• You’re on a mission to make customer experience standards stick like glue in every store and in the field — whether it's through epic competitions, clever mystery visits, or creating tools that actually get used.

• You spot training needs like a pro and team up with our People Experience crew to design and deliver learning that actually makes a difference.

• You dream up smart, sustainable ways to wow our customers, then team up with General Managers, Country Managers, and District Managers to bring those ideas to life — leading cross-functional projects like a boss.

• You're the go-to guru for all things Customer Experience at HQ and out in the field — always connected, always in the know, always one step ahead.

• You regularly hit the road to visit stores, chat with teams, see what’s working (and what’s not), and gather golden nuggets of feedback to level up our game.

The gear you need!

• You’ve got brains and drive – whether it’s a degree or equivalent experience, you think on your feet and love solving problems.

• Ready to pack your bags once in a while? You'll be travelling about 10% of the time.

• You've spent 3–5 years sharpening your skills in training, project management, or both – and you’ve got stories to prove it.

• You’re all about creating a great experience – delivering service isn't just a task, it’s your thing.

• You can light up a room with your engaging and fun communication style.

• Chaos? Not your thing. You’re organized, focused, and love checking boxes (in a good way).

• No one needs to tell you what to do — you’re a true self-starter who gets things done.

• You know how to navigate different personalities and priorities — stakeholder management is your jam.

• You're fluent in English and know how to make it sound great, whether you're writing, presenting, or just chatting.

Benefits for a smooth ride!

• Your own Swapfiets (lend-lease) 🚲!

• 32 vacation days (based on a full-time contract); 

• A pension plan and a discount on your health insurance;

• MacBook or a Windows laptop (what you prefer);

• Lots of responsibility, challenging work, and friendly colleagues;

• Travel allowance (if you live more than 11 km away from the office, otherwise you’ll just use your Swapfiets, right.. 😎?);

• Delicious lunch at the office for a small contribution;

• Urban Sports Club for Business arrangement (to promote your healthy lifestyle!);

• Learning programs developed by our L&D department;

• Lots of workshops and inspirational talks;

• One day off per year to do voluntary work paid by Swapfiets;

• Flexibility in working from home/ at our office at the Molukkenstraat.
  

Peddling towards inclusivity at Swapfiets!

At Swapfiets, we believe in the power of diversity and inclusivity. While we’re proud of our progress, we know there’s more to do. Research shows underrepresented groups often hesitate to apply unless they meet all requirements—but we don’t check all the boxes either! We value equal opportunity, unique perspectives, and diverse experiences. So, even if you don’t see yourself represented on our team, we encourage you to apply—because when we pedal together, we go further!