Kakao Mobility Declares User-Centered Management... Establishes Dedicated Team

At the Kakao Mobility User-Centered Management Declaration Ceremony on the 26th, (from left) Ahn Gyu-jin, Vice President and Head of Business Division, Ryu Geung-seon, CEO, Lee Soo-yeon, Chief Customer Officer, and Hwang Yoon-young, Compliance Management Officer, are taking a commemorative photo.

[Asia Economy Reporter Seungjin Lee] Kakao Mobility announced on the 26th that it held a ‘User-Centered Management’ declaration ceremony as part of its efforts to strengthen ESG (Environmental, Social, and Governance), aiming to raise awareness of user rights and enhance service competitiveness.

The declaration ceremony was organized to announce the establishment of a dedicated team directly under the CEO and the appointment of a Chief Customer Officer (CCO), expressing Kakao Mobility’s commitment to user-centered management. From this point forward, the company plans to reorganize all services within its platform ecosystem?including Kakao T, Kakao Navi, and Kakao T Picker?around all users, with the ambition to take the lead in protecting user rights.

Kakao Mobility announced its User-Centered Management Charter and plans to conduct related training for all employees to ensure compliance with the charter. Additionally, it intends to establish detailed action plans aimed at ▲protecting user rights ▲strengthening social responsibility for ESG management ▲enhancing clarity and transparency of service usage information ▲actively collecting user feedback ▲fair and prompt handling of disputes.

To this end, Kakao Mobility established a ‘User Protection Dedicated Organization,’ a direct unit under the CEO to guarantee the independence of its activities, and appointed Soo-yeon Lee, Executive Director of the CEM Office, as the company’s first CCO. The newly appointed CCO Lee has overseen the Customer Experience Management (CEM) Office, Kakao Mobility’s dedicated customer experience management team, for the past five years and is a veteran with over 20 years of experience in customer experience management at major IT companies.

The newly established ‘User Protection Dedicated Organization’ is composed of experts in various roles, including customer experience management, personal information protection, platform service planning, and partner growth support. This organization will undertake tasks such as reorganizing service areas centered on users, establishing user rights protection procedures based on compliance with relevant laws and regulations, and building a practical user protection process within the platform through the advancement of the user consultation system.

As measures for mobility platform providers, Kakao Mobility plans to ▲introduce the latest call center operation system (IPCC) and ▲establish specialized customized consultation centers for drivers of each service type, considering the characteristics of medium general, franchise, large, and premium taxis. To enhance communication convenience with users, the company also plans to introduce ▲an upgraded chatbot function for a rapid consultation system within this year.

Earlier this year, Kakao Mobility established the CEO-direct ‘Mobility Transparency Committee’ and ‘Win-Win Advisory Committee’ to comprehensively assess platform transparency. In March, the company also obtained ISMS-P, the highest level of personal information management system certification in Korea, demonstrating its capabilities in protecting and managing users’ personal information.

Ryu Geung-seon, CEO of Kakao Mobility, stated, “Based on the spirit of the User-Centered Management Charter announced at this declaration ceremony, Kakao Mobility intends to focus on the needs of users within the platform ecosystem and review and reorganize services overall. We will continue to prioritize the protection of user rights as our highest value and take the lead in strengthening and implementing ESG management measures.”