Customer Experience Product Owner

2 weeks ago

Gaydon, United Kingdom Jaguar Land Rover Full time

REQ ID: 114537
JOB TITLE: Customer Experience Product Owner
SALARY: Competitive
POSTING END DATE: 31/05/2023
LOCATION: Gaydon

Jaguar Land Rover is harnessing technology to make driving smarter, safer and cleaner. You can help create a world in which responsible, sustainable vehicles revolutionise the driving experience for generations. Our vision is to leverage the incredible potential of technology to build vehicles that not only offer a premium, all-encompassing digital experience, but that also make our customers lives better.

**WHAT TO EXPECT**

The person will be responsible for end-to-end customer experiences, helping to define and deliver physical and digital touchpoints highlighted in the Electrification Services strategy. They will take the lead role on specific workstreams of the customer experience and be responsible for technical and commercial aspects being developed and delivered.

The role will involve the planning and co-ordination of solutions for JLR globally. This is a highly collaborative role; your project skills will mean you have the ability to work directly with stakeholders and support the delivery relevant projects from conception to delivery. Key stakeholders include but are not limited to engineering, design, IT, and commercial teams.

As the projects mature the role will require legacy support for the services in-life with customers including performance reporting and improvement role out plans with key stakeholders. The individual will work with external partners, internal global and regional teams to ensure the services provided give the highest level of customer satisfaction and confidence.

**Key Accountabilities and Responsibilities**
- Creation of the roll out plan for the service they are the owner for, showing definition and delivery of MVP and incremental improvements aligned to support new vehicle introductions
- Work with stakeholders to deliver a consistent end-to-end experience for the end customer
- Work with the regional teams to understand the regional market differences needed for your product and how to implement these effectively
- Be the voice of the customer advocating for their most desirable experience while balancing the businesses needs
- Create and own the business case surrounding your product clearly showing where it adds value to the customer and business
- Undertake any other work as directed by their line manager in connection with their job as may be requested from time to time

**WHAT YOU NEED**

**Essential**:

- Significant experience in delivering products or services to market
- Some experience tailoring delivery to fit regional market needs
- Some experience creating customer journeys based on data driven insights
- Excellent team player with strong collaboration skills and good stakeholder management
- Customer first/experience mind set
- Demonstrates enthusiasm for their products and uses this to communicate and influence impactfully
- Continuous improvement mind-set
- Confident managing multiple projects simultaneously

**Desirable**:

- Some Agile methodology and product owner experience
- Strongly motivated by sustainability and customer experience topics
- Comfortable developing business propositions based on market data, commercial KPIs and customer insights
- Ability to inspire others with your customer experience vision

**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 and performance related bonus scheme. 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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