Customer Journey Delivery Lead

1 month ago

Gaydon, United Kingdom Jaguar Land Rover Full time

REQ ID: 116668
JOB TITLE: Customer Journey Delivery Lead - 12 months FTC
SALARY: Competitive
POSTING END DATE: 23/06/2023
LOCATION: Gaydon

Beyond Property, Purchasing, HR and IT, more than being part of our Finance or Marketing teams, beyond even Sales and Service, every role in every business area offers unique opportunities to make an impact on the future of mobility and the automotive industry.

**PURPOSE OF THE ROLE**

Part of the Customer Journey Delivery team to ensure we deliver against the Client Experience Framework Halo Journeys ensuring we develop the best possible experiences by linking the digital technology and enablers together with people and processes.

**WHAT TO EXPECT**
- Work cross-functionally with leadership teams to ensure the voice of the customer is front and centre of thinking and the modern luxury customer journey is superbly well executed with a focus on Services - Electrification, VCS and Mobility
- Manage multiple stakeholders within the different Centres of Excellence, regional teams and Services Teams to deliver against the same aim ensuring alignment of digital products, physical spaces and retail/agent process producing a seamless customer experience
- Establish effective ways of working with Communications & Insights, Market & Business Operations, Customer Care Strategy & Operations, Finance, Digital and other internal teams
- Seek to bring new best practices for Customer Journey Delivery
- Define clear action plans to ensure delivery of best customer experiences
- Stay in lock step with CX Chapter Lead to deliver the ML Client Experience Framework as defined
- Work closely with House of Brands to ensure the wider Services experiences are consistent with individual Brand strategies and Brand Plans

**WHAT YOU'LL NEED**
- Customer obsessed and results driven mindset
- Proven track record of success in a role responsible for increasing customer satisfaction and retention
- Proven track record for delivery
- A deep understanding of the customer journey and each function's role to deliver it
- Extensive networking and stakeholder management experience
- Confident and articulate communicator with excellent presentation skills
- Ability to effectively prioritise tasks and manage time, even in high-pressure situations
- Excellent negotiating and influencing skills
- Ability to build meaningful relationships quickly

**SO WHY US?**

Bring all this to the home of premium innovation, and you’ll find the opportunities to further your career with a world-class team, a discounted car purchase and lease scheme for you and your family, membership of a competitive pension plan, private medical cover and performance related bonus scheme. As a manager, you’ll also be able to select one of our luxury premium vehicles to lease at a fraction of the cost. All this and more makes Jaguar Land Rover the perfect place to continue your journey.

This role may offer the opportunity for hybrid working where you can split your time between working from home and in the office. At Jaguar Land Rover, hybrid working is a voluntary, non-contractual arrangement providing employees with more choice and flexibility around how, when and where they work, if suitable for their role. Further details can be discussed with the Hiring Manager at interview stage.

Jaguar Land Rover is committed to equal opportunity for all.

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