--- title: 'Passenger Experience Manager at Veezu' canonical: 'https://feeny.ai/job/passenger-experience-manager-veezu-cardiff-rd3ns564cwme' type: 'job' last_seen: '2026-09-17' --- # Passenger Experience Manager at Veezu - **Company:** Veezu - **Location:** Cardiff, United Kingdom - **Employment:** full-time - **Work type:** hybrid - **Posted:** 2026-09-16 - **Last confirmed live:** 2026-09-17 - **Apply:** https://jobs.ashbyhq.com/veezu/c4e6d7c2-b131-4362-a01b-0fd5e4d34e5b ## Job description Your role at Veezu: Reporting directly to the Director of Operational Compliance and Complaints, you will be responsible for overseeing the end-to-end complaints process, ensuring passengers receive fair, timely and professional resolutions while driving continuous improvements across the business. You will lead the Passenger Experience team responsible for investigating passenger concerns, managing escalated complaints, identifying trends and working with operational teams to improve the overall passenger journey. Who are Veezu? Veezu is the UK's fastest growing taxi and private hire technology business operating across hundreds of UK towns and cities. We are a tech-driven on-demand mobility service that supports our hyper-local communities, helping them thrive and so much more! Key Responsibilities: Passenger Experience & Complaints - Lead and manage the Passenger Experience Team. - Oversee the end-to-end complaints process across all regions. - Investigate high-risk, complex or sensitive passenger complaints. - Ensure complaints are resolved within agreed service levels and quality standards. - Review complaint outcomes to ensure consistency, fairness and accuracy. - Act as the escalation point for complex passenger concerns. - Lead the ongoing development and optimisation of Intercom and other passenger experience systems used across the business - Identify opportunities to improve processes, automation, reporting and passenger journeys through system enhancements. Reporting & Continuous Improvement - Produce regular reports on complaint volumes, trends and root causes. - Analyse passenger feedback and identify opportunities to improve the passenger experience. - Work with operational teams to reduce recurring complaints - Monitor complaint performance metrics and team productivity. - Provide recommendations to senior stakeholders based on passenger insights and emerging trends. - Support business initiatives aimed at improving passenger satisfaction and retention. ## Team Leadership - Coach, develop and support Passenger Experience Executives. - Conduct regular quality reviews and performance discussions. - Support recruitment, onboarding and training of new team members. - Ensure processes, guidance and knowledge resources remain up to date. ## Skills & Experience Required - Proven experience in complaints handling, passenger resolution or passenger service management. - Experience managing complex or escalated complaints. - Experience leading or managing teams. - Strong passenger focus with the ability to balance empathy and commercial decision-making. - Excellent investigation, analytical and problem-solving skills. - Strong written and verbal communication skills. - Ability to influence stakeholders and drive positive outcomes. - High level of attention to detail and organisational skills. - Ability to work independently and collaboratively across multiple teams. - Proficiency in Microsoft Office Suite. - Experience using passenger service platforms such as Intercom or similar systems is desirable. - Experience within transport, mobility, passenger operations or regulated environments is desirable. Where you’ll be: This role will be hybrid, with the expectation that you will travel to and work from our hubs across the UK as and when needed for the proper performance of your role. Veezu is committed to fair and inclusive recruitment, welcoming applications from all backgrounds, experiences, and communities. ## About Veezu ## Company Overview - **One-liner**: Veezu is the UK’s fastest-growing taxi and private hire technology business, operating a tech-driven, hyper-local on-demand mobility platform across hundreds of UK towns and cities. - **Entity Type**: Private (Backed by MML Capital Partners and TDC) - **Headquarters**: Cardiff, United Kingdom (also has an office in Newport, England) - **Founded**: 2013 - **Founders**: Not publicly disclosed ## Core Business - **Primary industry**: Transportation, Logistics, Supply Chain and Storage; specifically, the private hire taxi and mobility-as-a-service (MaaS) industry. - **Target customers**: B2C (passengers in local communities), B2B (business travel accounts), and B2C (self-employed driver-partners). - **Mission or purpose statement**: "Focusing on local transportation needs, we use our expertise and experience in delivering millions of rides to support local communities and help keep towns and cities moving safely and efficiently." [veezu.co.uk](https://www.veezu.co.uk/about) ## Products & Services - **Ride-Hailing App (Passenger)**: A user-friendly mobile app (iOS & Android) allowing passengers to book local rides, hail a cab, pre-book, or order airport transfers. Features include real-time driver tracking, priority pickups, and multi-payment options (cash, card, Apple Pay, Google Pay). **Type**: Mobile App / Service - **Veezu for Business**: A business travel management platform offering safe and reliable rides for employees and customers. Provides an easy way to manage corporate transportation needs. **Type**: B2B Service - **Driver-Partner Platform**: A flexible earnings platform for self-employed taxi and private hire drivers. Offers low commission rates, daily payments, and 100% tips retention. **Type**: B2B Platform ## Market Standing - **Valuation/Market Cap**: Not publicly disclosed (Private company). - **Key Metric**: Annual Revenue of $202.3M (est.), - **Total Funding**: Backed by MML Capital Partners and TDC. Specific rounds not publicly detailed on Crunchbase/CB Insights. - **Notable Investors/Partners**: MML Capital Partners, TDC. Key partners include local councils, driver-partners, and community organizations. - **Growth Signals**: - **Headcount**: 156 employees (+35.4% YoY, +92 people). - **Scale**: 25 million+ rides annually; 1 million+ app users; 16,000+ active driver-partners. - **Operations**: Licensed by 63 local authorities across the UK. - **Recent Acquisition**: Acquired Go Cars, the largest private hire operator in Bedfordshire (Luton), expanding into a strategic commuter and airport hub. [cbinsights.com](https://www.cbinsights.com/company/veezu) - **Sustainability**: Invested over £3.25 million in low emission cars in the last three years. ## Competitive Advantages - **Hyper-Local Focus**: Unlike global aggregators, Veezu’s model is deeply embedded in specific UK towns and cities, understanding and serving local community transportation needs. - **Integrated Local Operator Model**: Veezu grows by acquiring established regional taxi firms (e.g., Go Cars) and integrating them into a unified tech platform, creating a strong network effect and local brand trust. - **Driver Partnership Model**: The platform’s low commission rates, daily payments, and cash/card flexibility attract and retain a large, loyal driver base. - **Sustainability Commitment**: A concrete investment in low-emission vehicles provides an edge as local cities push for greener transport solutions. ## Strategic Focus - **National Expansion**: Actively building a "truly national network" through organic growth and strategic acquisitions of regional operators in key commuter and airport-servicing towns. [cbinsights.com](https://www.cbinsights.com/company/veezu) - **Technology Modernization**: Continually enhancing the passenger app (real-time tracking, multiple payment options) and driver platform to improve efficiency and user experience. - **Sustainability**: Continuing to reduce fleet emissions and supporting local community projects. ## Why Work Here - **Culture**: Described as a business that values "fairness," "doing the right thing," and has a "human touch." The company emphasizes community support and sustainable growth. [veezu.co.uk](https://www.veezu.co.uk/about) - **Growth Trajectory**: With 35%+ YoY headcount growth, aggressive M&A, and a large, under-penetrated UK market, Veezu offers significant career development opportunities. - **Hybrid/Remote**: The role likely reflects a hybrid setup based in their Cardiff headquarters, given the recent hiring for roles like Human Resources Advisor and Pricing Executive. - **Impact**: Employees have the chance to shape the technology for a fast-growing national network, directly impacting millions of local rides each year. - **Recent Openings (as of search date)**: Roles include Human Resources Advisor, Accounts Administrator, and Pricing Executives, indicating growth in core support functions. [linkedin.com](https://uk.linkedin.com/company/veezu) ## Sources 1. [Veezu - About Page](https://www.veezu.co.uk/about) 2. [Veezu - Careers Page](https://www.veezu.co.uk/about/careers) 3. [Veezu - LinkedIn Company Page](https://uk.linkedin.com/company/veezu) 4. [Veezu - CB Insights Profile](https://www.cbinsights.com/company/veezu) 5. [Veezu - Homepage](https://www.veezu.co.uk/home) ## Other roles at Veezu - [Driver Partner Experience Executive](https://feeny.ai/job/driver-partner-experience-executive-veezu-norwich-xv4t51j9jnvk) — Norwich, United Kingdom - [National Key Account Manager](https://feeny.ai/job/national-key-account-manager-veezu-930pxnpk15c6) - [Contact Centre Agent](https://feeny.ai/job/contact-centre-agent-veezu-shrewsbury-n1fd9zxwtt9t) — Shrewsbury, United Kingdom - [Contact Centre Agent](https://feeny.ai/job/contact-centre-agent-veezu-sheffield-xm65gx9j35c9) — Sheffield, United Kingdom - [Dispatcher](https://feeny.ai/job/dispatcher-veezu-shrewsbury-qmwhj9jq88gg) — Shrewsbury, United Kingdom - [Trading Manager](https://feeny.ai/job/trading-manager-veezu-shrewsbury-r72v8c7hef3k) — Shrewsbury, United Kingdom - [Trading Manager](https://feeny.ai/job/trading-manager-veezu-sheffield-5tw13e0s1236) — Sheffield, United Kingdom - [Dispatcher](https://feeny.ai/job/dispatcher-veezu-sheffield-rrz26pbr4nr8) — Sheffield, United Kingdom