Head of Customer Experience Design Lead

1 month ago

Reading, Reading, United Kingdom Jaguar Land Rover Full time
Job Title: Head of Customer Experience Design

Join Jaguar Land Rover as we embark on an exciting new chapter in our journey to deliver exceptional customer experiences. As the Head of Customer Experience Design, you will play a pivotal role in shaping the future of our brand and driving business growth.

About the Role

This is a unique opportunity to lead a talented team of customer experience professionals and drive the development of innovative solutions that meet the evolving needs of our customers. You will be responsible for:

  • Developing and implementing customer journey mapping strategies to enhance the overall customer experience
  • Collaborating with cross-functional teams to design and deliver customer-centric solutions
  • Leading the development of customer experience metrics and KPIs to measure success
  • Building and maintaining relationships with key stakeholders, including brand directors and global CX teams
Key Responsibilities

As the Head of Customer Experience Design, you will be responsible for:

  • Managing end-to-end journey mapping for all processes within the Customer Experience Department
  • Overseeing the overlay of E2E data flow and interface governance at a high-level customer journey
  • Working closely with the UK Retail Network to establish touchpoints and forums to deploy new journeys and enhance current ones
  • Defining the overall Loyalty Strategy for the UK Market and detailing it further for deployment across channels
  • Developing and devising a channel strategy across instore, online, and app for the deployment of initiatives
  • Liaising closely with Brand Teams, Comms, and Insights teams to receive and understand briefs to create CX-level briefs
  • Defining customer segmentation for the customer journey and overlaying tonality of messaging to the client across channels
  • Managing Level 1 (L1) KPIs across the CX Department
  • Continuously liaising with Global CX counterparts to enable the provision of assets from Global teams to deploy journeys
  • Being responsible for overall program management of all initiatives and projects running across the CX Department
Key Performance Indicators

The following KPIs will be used to measure the success of this role:

  • Brand NPS
  • Customer Satisfaction (CSI/CSAT)
  • Customer Journey Friction Score
  • Customer Effort Score
  • Customer Consent and Preference Percentage
  • Budget Management
What You'll Need

To be successful in this role, you will need:

  • Experience in customer journey design and mapping
  • Ability to understand the bigger picture and think outside the box
  • Good understanding of user experience and customer journeys
  • Good understanding of end-to-end Automotive Sales processes
  • An understanding of FCA rules in relation to Distance Selling
  • Ability to explain detailed concepts in a simple way
  • Ability to create long-lasting relationships with the Retail Network
  • Experience of data-driven design and overall data flow governance
  • Ability to influence others, up to and including senior leaders
  • Experience of working in a matrixed management environment
  • Previous experience managing a team of direct reports
  • Good attention to detail while retaining awareness of overall strategic direction
  • Excellent problem-solving skills
  • Good communication/presentation skills
Personal Profile

We are looking for an individual who:

  • Demonstrates our Creators' Code behaviours of Customer Love, Unity, Integrity, Growth, and Impact
  • Has a customer-first mindset and is easy to do business with, making people feel special, driven to deliver experiences that are personalised, transparent, and dependable
  • Is results-driven, demonstrates tenacity, drive, and perseverance, with the ability to deliver in a complex, highly demanding environment
  • Is resilient, energetic, and enthusiastic, able to deliver results under pressure, while responding constructively to challenging new ideas and inputs
  • Is able to challenge existing thinking in a positive way while building credibility and trust through experience and personal style
  • Is an effective communicator, able to tailor their style and messaging dependent on the audience
  • Is able to make quick decisions and learn from mistakes
  • Is an effective team player, actively leading, developing, and supporting team members

We are committed to fostering a diverse, inclusive culture that is representative of our global customers and the society in which we live. We believe that every one of our employees should be able to bring their authentic self to work and reach their full potential.

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.

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