Customer Journey Section Manager

This role is a 12 months maternity cover. Nissan's global Customer Experience organization (NCX) is driving the company's evolution to become a customer centric enterprise and in doing so, is evolving to a singular focus on delivering integrated journeys that meet customer needs. It is not just about the Nissan website, or the mobile app, or even the dealership - it is about creating one frictionless experience across online and offline channels to help customers achieve their goals.

Our focus at NCX is to deliver experiences that give customers even more reasons to fall in love with Nissan and stay with Nissan. We are in the first year of our current mid-term plan, in which our vision is to 'create a lasting bond with the customer'. We seek to deliver our key objective of increasing customer lifetime value and to do this, we have defined four global strategies:

1. Create personalized omnichannel customer journeys.

2. Enable digital transactions.

3. Grow digital and data-driven services, and:

4. Build long-term brand loyalty.

Journey strategy and management is a key function within NCX. We have three journey teams covering try, buy and use with a scope across all of Nissan's products and services. The buy journey team, in which this role sits, leads the strategy to enable digital transactions and that means defining the strategy, priorities, planning and value to the customer and to Nissan. Journey teams work in close collaboration with all NCX functions as well as global business partners across sales, aftersales, sales finance, IS and marketing. In addition, journey teams work closely with market customer experience teams and business leaders to align strategy and planning, to then enable delivery teams to focus on priorities with the highest value.

Our global customer experience team supports over 145 of Nissan's markets. We operate a global digital platform that is the largest in scale in the automotive world. We are continually optimizing our experiences with new features, such as rolling out ecommerce for new and used vehicles, other products and services, as well as implementing new technologies such as AI.

Main Tasks & Responsibilities

The Buy Journey Section Manager's role is responsible for developing and implementing strategies, processes, and initiatives to innovate and enhance ecommerce or buying journeys, in alignment with stakeholders in global functions and regions and markets. In addition, the journey manager investigates data and insight to report progress toward key results and develop opportunities for journey improvement.

Journey Planning and Management

• Analyses customer insight (including voice of customer), business needs (including voice of dealer and network), competitive analysis and data to prioritise new journey opportunities and enhancements to existing experiences.


• Supports the journey director in the development of the journey vision, direction, prioritization and capabilities and outcomes in new car ecommerce.


• Creates and maintains the journey roadmap across all markets and all channels in collaboration with NCX, global function and market stakeholders and agencies.


• Co-ordinates and manages cross-journey alignment with other journey teams.


Journey Initiatives

• Manages the strategic journey roadmap and planning of future experiences in the new car ecommerce journey - collaborating with colleagues in the product team, customer experience data and reporting team and business engagement team.


• Works closely with global market teams to ensure future experiences are aligned with local expectations and business and customer outcomes.


• Leads discovery development of new experiences, including value creation, research, outcomes and prioritization to a state of development readiness.


• Works with global function partners in sales, aftersales and sales finance to identify collaboration opportunities and business dependencies.


• Works with market engagement managers and markets on market-specific journey roadmaps.


• Monitors journey initiatives through development to ensure alignment with vision - including ongoing market alignment through to launch.


• Co-ordinates the development of journey guidelines and frameworks.


Journey Data and Reporting

• Defines journey KPIs and business case parameters including value cases.


• Leads the development of CE dashboard reporting through CEDAR.


• Works with the CE data & analytics team to develop reports / insight:

+ Self-directed development of deep dive analysis & recommendations.
+ Recommend future reporting and insight.
+ Review post-live performance in markets and lead PDCA.

• Leads the Buy scope of the Journey Excellence programme.


• Reports through NCX ceremonies.
  
  The Customer Journey Section Manager should have the following skills or experience:


• Excellent planning skills in a dynamic role.


• Highly proficient communication skills


• Able to research externally and within Nissan to facilitate creative thinking on future journey opportunities.


• An able problem solver.


• Ability to work effectively as part of a cross-cultural, cross-functional team - across multiple time zones.


• Knowledge in the customer experience field.


• Experience working in an international environment.


• Capable of managing multiple streams of work concurrently.


• Planning skills: ability to develop and maintain plans / roadmaps in a fast-moving role with multiple parties.


• Ability to understand business objectives and align the journey experience accordingly.


• Knowledge in the customer experience field and understanding of customer journey optimization.


• Experience in digital data analysis and use to optimize conversion rates.


• Some international experience.


• Experience in a planning or co-ordination role.


• Some experience and knowledge of key terms and processes covering digital and ecommerce technology delivery is advantageous.


Qualifications or Knowledge Required

• Bachelor degree


• Affinity with cars / automotive.


This is not an exhaustive list and you are required to be flexible in your approach to carrying out your duties which may change from time to time to reflect changes in the Company's approach to a culture of continuous improvement.

Nissan has one of the most comprehensive European presences of any overseas manufacturer, employing more than 17,000 staff across locally based Design, Research & Development, Manufacturing, Logistics, Purchasing and Sales & Marketing operations. Total production in the UK alone is now over 9 million vehicles including award-winning crossovers, commercial vehicles and the Nissan LEAF, the world's most popular electric vehicle.

We are an aspiring organisation, and we are looking for equally bold and creative Customer Journey Section Manager to join our established team. Nissan is positioned to become the most desirable Asian brand in Europe, and we need your help to get there.


• Competitive base salary


• 26 days holiday + bank holidays


• Contributory pension


• Private medical & dental cover


• Enhanced maternity leave


• Remote Working Policy (Maximum 2 days per week)


• Flexible start / finish times


• Working hours Mon-Thurs 8am-5pm, Fri 8am-1:20pm -early finish Friday


• Free onsite parking & subsidised restaurant


• Car Ownership Scheme


What's more, we think you'll like working with us because of our valued culture. We pride ourselves on being a transparent, cross-cultural and competitive business; we want you to challenge the norm and contribute to improvement whether you've been here ten days or ten years, so apply now to join CEC!

We firmly believe that investment in our employees is integral to their growth and success. As a member of our team, you will have access to many of our benefits - because we want you to feel cared for, supported, and engaged at Nissan. Alongside comprehensive career development and learning opportunities, you will also have access to a wide range of employee benefits. This includes an attractive car ownership scheme, flexible working practices, comprehensive health & wellbeing offerings and team building days.

Diversity and Inclusion:

All of us at Nissan - regardless of functional area or expertise - share a passion to design, manufacture and sell high-performance, fun to drive vehicles. Nissan is an Equal Opportunity Employer for all. Applicants will be considered for all positions regardless of race, gender, military status, disability, or any other status protected by law.

London United Kingdom