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'll represent our client's needs, preferences and feedback in decision-making processes. As well as conducting and overseeing research to continuously validate new ideas and improvements.

Key Accountabilities and Responsibilities

Customer Centricity Guardianship within and across all VCS CX Workstreams

* Ensure that a customer-centric strategy and principles are integrated into each VCS CX workstream, guiding teams towards prioritizing 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 & 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

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 consumer insights and Voice of 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

* Demonstrates our Creators' Code behaviours of Customer Love, Unity, Integrity, Growth and Impact. Continually working hard to deliver a modern luxury experience to earn 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 personal style

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

* Strong leadership qualities are essential to lead the customer experience team, driving consumer-centric initiatives, and influencing positive change within the organization