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Customer Journey Experience Manager

2 months ago

London, Greater London, United Kingdom Nissan Full time
About the Role

Nissan is seeking a highly skilled and experienced professional to join our team as a Customer Journey Experience Manager. This is a 12-month maternity cover position that will play a critical role in driving the company's evolution to become a customer-centric enterprise.

Key Responsibilities
  • Develop and implement strategies, processes, and initiatives to innovate and enhance ecommerce or buying journeys, in alignment with stakeholders in global functions and regions and markets.
  • Analyze customer insight, business needs, competitive analysis, and data to prioritize new journey opportunities and enhancements to existing experiences.
  • Support the journey director in the development of the journey vision, direction, prioritization, and capabilities and outcomes in new car ecommerce.
  • Manage the strategic journey roadmap and planning of future experiences in the new car ecommerce journey.
  • Work closely with global market teams to ensure future experiences are aligned with local expectations and business and customer outcomes.
  • Collaborate with global function partners in sales, aftersales, and sales finance to identify collaboration opportunities and business dependencies.
Journey Data and Reporting
  • Work with the CE data & analytics team to develop reports and insights.
  • Develop deep dive analysis and recommendations.
  • Review post-live performance in markets and lead PDCA.
Requirements
  • Excellent planning skills in a dynamic role.
  • Able to research externally and within Nissan to facilitate creative thinking on future journey opportunities.
  • Knowledge in the customer experience field.
  • Planning skills: ability to develop and maintain plans/roadmaps in a fast-moving role with multiple parties.
  • Knowledge in the customer experience field and understanding of customer journey optimization.
  • Experience in digital data analysis and use to optimize conversion rates.
  • Experience in a planning or coordination role.
  • Some experience and knowledge of key terms and processes covering digital and ecommerce technology delivery is advantageous.
  • Bachelor degree.
  • Affinity with cars/automotive.
What We Offer
  • Competitive base salary.
  • 26 days holiday + bank holidays.
  • Contributory pension.
  • Private medical & dental cover.
  • Enhanced maternity leave.
  • Remote Working Policy (Maximum 2 days per week).
  • Flexible start/finish times.
  • Working hours Mon-Thurs 8am-5pm, Fri 8am-1:20pm - early finish Friday.
  • Free onsite parking & subsidised restaurant.
  • Car Ownership Scheme.