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Customer Experience Lead
5 months ago
REQ ID: 118686
JOB TITLE: Customer Experience Lead
SALARY: £46,100-£54,500 (DOE)
POSTING END DATE: 30/08/2023
LOCATION: Warwick
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.
**WHAT TO EXPECT**
Join us at JLR, and unleash your passion for a deep customer understanding. Do you come from a Customer Experience background, and are looking to progress in your career?
As a Customer Experience Lead, you will be a key member of a squad that identifies and defines future customer experiences during early development stages, responsible for ensuring the future customer needs are met and exceeded, and delivering unique customer experiences for our future products, contributing to the revenue equation to maximise profit. With business-wide exposure, this role will provide an excellent experience to internal customers and develop and manage relationships with stakeholders at all levels across a range of diverse teams.
You will be a part of the Customer Strategy team, creators of the world’s most desirable customer experiences inspired by customer foresight.
This is an exciting role where you will be involved in identifying ways to improve/simplify processes, seek future experiential opportunities and work with various teams to refine the experience definition process and drive innovation.
Key Accountabilities and Responsibilities:
- Customer experience (CX) - Working across a varied set of functional teams identify and generate world-class customer experiences that excite our future customers, ensuring they land in our future programmes. Champion and evangelise internally the advantages and best practices of being experience led, whilst working with key stakeholders to identify process improvements and simplification.
- Customer foresight - Strive to truly understand the target customers for our future products and services. Utilise the framework and toolkit from our Customer Foresight team to understand the demographics, psychographics and behaviours of our future customers.
- Customer research - Support the requirements for customer research and attend clinics as necessary to ensure customer feedback positively influences future experiences.
**WHAT YOU WILL NEED**
As the Customer Experience Lead, you’ll need the following knowledge, skills and experience:
- Customer experience - Experience in user experience development by thinking through customers' perceptions and feelings from interactions with a brand's future products and services. Deep practical experience of different UX research methodologies, tools and techniques.
- Proven experience of collaboration and teamwork, especially across multi-disciplinary, diverse teams.
- Strategic thinking - Capable of seeing the 'bigger picture' and thinking strategically. Generation of strategic options through a creative mindset and seeking out new innovations to excite customers. Knowledge of core strategy processes - external (macro/micro) analysis, internal analysis, developing and filtering strategic options.
- Creative presentation skills - Ability to bring a story to life and excite your audience.
- Market trends - Thorough understanding of market trends; consumers, segmentation, macroeconomics.
- Passion for the future, seeking out opportunity’s others may not immediately see - a future thinker.
Personal Profile:
- Positivity - An individual who has a positive mentality and self-confidence, focused on achieving great results and making a difference.
- Growth mindset - An individual who has a growth mindset with a hunger to learn, regularly asking for feedback and willing to experiment, be innovative, and progress.
- Results driven - An individual who is resilient, energetic and enthusiastic, insists on the highest standards, whilst responding constructively to challenging new ideas and inputs.
- Team player - An effective team player who seeks different opinions and works cross-functionally to actively lead, develop and support team members.
- Challenge existing thinking - An individual who is able to challenge existing thinking through strong judgment, whilst building credibility and trust through integrity, experience and personal style.
- Speed in decision-making - An individual who enables speed in decision-making through simplifying messages, establishing alignment, creating a sense of urgency whilst bringing others along on the 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 JLR, 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.
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