Customer Experience Manager

3 weeks ago

Slough Berkshire, United Kingdom ALD Automotive Full time

At ALD Automotive | LeasePlan, we are always asking What's next in mobility.

As the global leader of our industry, Our combined size means we can lead the switch to electric and supercharge our ability to offer many more customers wider choice and better prices for their mobility needs.For us to be successful, we’ll continue investing in innovation and technology, sustainable solutions, state of the art digital capability and, of course, our people With exciting times ahead, we are delighted you are showing an interest in pursuing your career with us.

The role of Strategy & Transformation is to provide alignment of global and local vision, objectives and deliverables and to facilitate the creation of incremental value for the business through targeted intervention and help. Customer Experience is specifically responsible for ensuring the service delivered to customers by our teams and our outsourced suppliers is monitored and controlled to maximise customer satisfaction, improve efficiency, reduce rework, and protect our brand reputation.

The department is also responsible for ensuring we retain our commercially essential quality standard (ISO9001).

Key Purpose

  • Ownership of the survey methodology and approach.
  • Providing measurement and analysis of the customer journey to focus business areas on improving customer outcomes whilst enhancing and refining customer experience across all touchpoints.
  • To represent the voice of the customer, using external reference points and best practice to help shape our customer experience strategy.

Summary of Responsibilities

  • Create the framework for customer satisfaction measurement and work with the survey and data teams to ensure insight supports our customer experience strategy.
  • Analyse insight from various sources to understand the end-to-end customer journey.
  • Prepare and present insight to drive operational performance and change initiatives, and ensure measurement is core to our culture.
  • Work with business areas to understand and diagnose customer pain & gain.
  • Help to identify ‘hotspots’ that need attention and provide recommendations on how to change and improve.
  • Be the voice of the customer, representing a wide and diverse set of perspectives, and champion all voices and customer personas.
  • Use external best practise and working with the wider group, help shape our thinking to drive customer excellence.

Skills, Experience & Background

  • Prior experience in customer experience roles including managing surveys.
  • Prior experience of customer journey mapping design.
  • Prior experience in customer experience measurement with a focus on highlighting customer pains & gains.
  • Strong ability to analyse data from a range of sources to assess customer satisfaction.
  • Promotes and delivers an environment focused on customer excellence.
  • Senior stakeholder management & ability to make an impact & influence at all levels.
  • Excellent relationship builder with the ability to deliver results through cross functional relationships.
  • Self-motivated and capable of working in a fast-paced dynamic environment; ability to work on own initiative and independently.
  • Excellent communication skills face-to-face, virtual, written & presenting.

Don’t meet every single requirement? However excited by the prospect of working with us, as you offer most of the skills and experience, we are looking for. Then please go ahead and apply, you could be just what we need

What we can offer …
Generous contributory pension scheme
Company Car
Eligibility to annual bonus
25* days holiday, in addition to bank holidays
Volunteering days to assist in charity work / CSR Initiatives
Excellent CSR agenda – Ecovadis certification
Holiday buy / sell (subject to conditions)
Flexible working options available
Occupational Health Programme
Introduction bonuses for referring an Employee or Customer
EV charging points, bike storage, shower & changing facilities and car parking (limited)
Progressive / collaborative culture

Why LeasePlan | ALD Automotive?
With over 3.3 million vehicles managed across more than 44 countries, we provide full-service leasing, flexible subscription services, fleet management services and multi-mobility solutions to customers of all sizes, including large corporates, SMEs, professionals, and private individuals. By leveraging our unique position to lead the way to net zero and further shape the digital transformation of the industry, we are well-positioned to meet the evolving mobility needs of our clients and provide them with the solutions they need to thrive.

At ALD Automotive | LeasePlan*, we believe that our success is driven by our commitment to customer satisfaction. Our team is dedicated to delivering innovative solutions and technology-enabled services that help our customers focus on their everyday business. We’re committed to sustainable mobility and have made it a core part of our strategy. In everything we do, we’re guided by the principles of authenticity, curiosity, commitment and collaboration. We aim to foster an organisation that's diverse in people and ideas, where everyone can thrive and be themselves, no matter who they are.

Our employees play an important role in achieving this goal so why not join us on this exciting journey as we continue to enable the transformation towards large scale adoption of sustainable mobility and provide our customers with the solutions they need to succeed.

*ALD Automotive | LeasePlan will rebrand to Ayvens across all 44 countries by 2025

Studies have shown that women and people of colour are less likely to apply for an opportunity unless they exactly meet the criteria specified. At ALD Automotive we are committed to building a diverse, inclusive, enjoyable and authentic workplace so if you are excited about this, or any role at ALD but your experience doesn’t exactly align, we would encourage you to apply regardless What’s the worst that can happen?

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