User/Customer Experience Design Manager

​The Opportunity:

• This is an exciting opportunity within the Vehicle Connected Services (VCS) Strategy team.

• As Customer Experience Design Manager, you’ll be responsible for designing, measuring and enhancing an exceptional end to end customer experience at every touchpoint of the VCS programme, ensuring satisfaction and loyalty throughout the customer lifecycle.

• Through acting as the voice of the customer for VCS, you will represent our client needs, preferences and feedback in decision making processes. As we as conducting and overseeing research to continuously validate new ideas and improvements.

• You will be responsible for continually developing and ensuring the successful implementation of the customer experience strategy, including assessing possible CX innovations and applying these where necessary to the VCS customer journey. Working with cross-functional programme team, including Engineering and Digital teams, you’ll ensure a cohesive end to end approach is defined and delivered with the overall goal to remove friction, reduce effort and grow value for our customers.

Key Accountabilities and Responsibilities:

Customer Centricity Guardianship with and across all VCS CX Workstreams:

• Ensure that a customer centric strategy and principles are integrated into each VCS CX workstream, guiding teams towards prioritising customer satisfaction and loyalty resulting in an increase to CLV and revenue.

• Actively advocate for the customer by embedding customer needs, preferences and feedback into decision making processes.

• Conduct regular reviews to ensure that project activities align with the overarching goal of delivering an exceptional customer experience.

• Ensure consistent and positive customer interactions are delivered across all touchpoints.

Collecting and Acting on Customer Insights:

• Implement and follow a systematic approach to gathering customer insights through continuous research, competitor and voice of customer analysis.

• Engage others in the team with proactive customer feedback collection and sharing.

• Translate insights into actionable recommendations, advocating for changes that will directly impact customer satisfaction and loyalty.

• Communicate key insights and action requirements in a convincing and engaging manner to decision makers.

Customer Journey Mapping and management:

• Utilise Customer Journey Management tools and techniques to develop comprehensive customer journey maps that encompass customer touchpoints, emotions, and opportunities based on insights.

• Regularly review and update journey maps to reflect evolving customer expectations and market trends.

• Provide recommendations and improvements for existing projects and new project planning based on journey mapping outcomes.

CX Metrics and KPI’s:

• Define and track key performance indicators (KPI’s) suitable for luxury customers to measure customer satisfaction and loyalty

• Manage and monitoring of social media listening for customer sentiment

• Conduct regular reviews of customer centric KPI data, identifying trends and areas for improvement and sharing insights with relevant teams.

Stakeholder Coordinator:

• Act as a central point of contact for all stakeholders involved in CX-related projects, ensuring clear communication and alignment of objectives.

• Collaborate with various departments (e.g. Commercial, Engineering, Digital, Global Customer Insights) to create and refine value-driven experiences that resonate with our customer base.

• Guide Senior Stakeholders on customer experience best practices, strategies and opportunities to aide decision making.

• Manage and lead customer experience team, providing continuous guidance and development.

Knowledge, Skills and Experience:

Essential:

• Significant experience in customer journey methodologies including journey mapping and service blueprinting

• Experience in designing and delivering digital connected products & experiences on a global scale

• Proven track record in delivering large scale strategic and more tactical improvements to the Customer Experience.

• Strong knowledge of analysing customer insights and voice customer feedback

• Strong problem solving skills when identifying and addressing customer issues, resolving conflicts and finding creative solutions to customer pain points.

Desirable:

• Experience and background in marketing, customer experience and/or customer innovation

• Familiarity with agile project management principles and practices

Personal Profile:

Essential:

• Demonstrates our Creators Code behaviours of Customer Love, Unity, Integrity, Growth and Impact.

• Continually working hard to deliver a modern luxury experience to ear and keep our customers trust and loyalty.

• Results driven, demonstrates tenacity, drive and perseverance, with the ability to deliver in a complex, highly demanding environment.

• Resilient, energetic and enthusiastic, able to deliver results under pressure, whilst responding constructively to challenging new ideas and inputs.

• Ability to challenge existing thinking in a positive way whilst building credibility and trust through experience and personally style.

• Strong verbal and written interpersonal skills, which are used to effectively interact with customers, collaborate with internal teams, and convey ideas and feedback.