Head of Customer Experience Design

Salary Not Specified

Careers Jaguar Land Rover, Whitley, North Yorkshire

Full time
Permanent
Remote working

Posted 3 days ago, 25 Sep | Get your application in today.

Closing date: Closing date not specified

job Ref: 5d4a0196dbe74592bc2473ac72b4ae4f

Careers Jaguar Land Rover

Full Job Description

Manage 'end to end journey mapping' for all processes within the remit of Customer Experience Department
Responsible for overlaying the E2E data flow and interface governance at high level Customer Journey
Work closely with the UK Retail Network and establish various touch points and forums to deploy new journeys and enhance current ones
Responsible for defining the overall Loyalty Strategy for the UK Market and detail it further to be deployed across channels
Develop and devise a channel strategy across instore, online and app for the deployment of initiatives
Liaise closely with Brand Teams, Comms and Insights team and other cross functional areas to receive and understand the briefs in order to create CX level briefs
Responsible for defining the Customer Segmentation for the Customer Journey and in line with brand briefs etc, overlay the tonality of messaging to the Client, across channels
Responsible for managing the Level 1 (L1) KPI's across the CX Department
Continuously liaise with Global CX counterparts and enable the provision of assets from the Global teams to deploy the journeys
Be responsible for overall program management of all initiatives and projects running across the CX Department
Brand NPS
Customer Satisfaction (CSI/CSAT)
Customer Journey Friction Score
Customer Effort Score
Customer Consent and Preference Percentage
Budget Management
UK Brand Directors
Global CX Centre of Excellence
UK NSC Sales Operations Teams
UK NSC and Global Comms and Insights team
UK NSC Digital team
Retail Network General Managers and Francise Directors

This is an exciting new role within the newly formed Customer Experience team of the UK National Sales Company, which is at the vanguard of our company transforming to be brand led and customer centric. The Customer Experience team covers our digital channels: website, direct digital comms and e-commerce platform, as well as our physical contact centre. You will lead a team of passionate individuals who are obsessed about customer experience and will help to form a positive emotional connect with our clients by delivering exceptional, unified brand experiences.
Experience in customer journey design and mapping
Ability to understand the bigger picture and think outside the box
Good understanding of user experience and customer journeys
Good understanding of end to end Automotive Sales processes
An understanding of FCA rules in relation to Distance Selling
Ability to explain detailed concepts in a simple way
Ability to create long lasting relationships with the Retail Network
Experience of data driven design and overall data flow governance
Ability to influence others, up to and including senior leaders
Experience of working in a matrixed management environment
Previous experience managing a team of direct reports
Good attention to detail while retaining awareness of overall strategic direction
Excellent problem solving skills
Good communication/presentation skills
Demonstrates our Creators' Code behaviours of Customer Love, Unity, Integrity, Growth and Impact
An individual with a customer first mindset who is easy to do business with and makes people feel special, driven to deliver experiences that are personalised, transparent and dependable
An individual who is results driven, demonstrates tenacity, drive and perseverance, with the ability to deliver in a complex, highly demanding environment
An individual who is resilient, energetic and enthusiastic, able to deliver results under pressure, whilst responding constructively to challenging new ideas and inputs
An individual who is able to challenge existing thinking in a positive way whilst building credibility and trust through experience and personal style
An effective communicator, able to tailor their style and messaging dependant on audience
An individual who is able to make quick decisions and learn from mistakes
An effective team player, actively leads, develops and supports team members

JLR is a House of Brands. Range Rover. Defender. Discovery. Jaguar. Truly distinct, global brands that embrace our modernist design philosophy and are emotionally compelling and unique. JLR's Reimagine strategy - to realise our vision to be proud creators of the most desirable, modern luxury brands, for the most discerning of clients - is delivering a sustainability-rich vision of modern luxury by design and we are transforming our business to become carbon net zero across our supply chain, products, and operations by 2039., At JLR, we are passionate about our people. They are at the heart of our business. We are committed to fostering a diverse, inclusive culture that is representative of our global customers and the society in which we live; a culture in which every one of our employees can bring their authentic self to work and reach their full potential.