Operational Change Specialist

4 weeks ago

Coventry, Coventry, United Kingdom MSX INTERNATIONAL Full time

Transformation Lead – MSX International

40 Hours per week

Up to £50,000

Remote, with occasional travel

Are you a professional in the automotive sector with a proven track record in managing and executing transformations?

MSX International has an exciting opportunity for you

MSX International is seeking a seasoned automotive expert with a deep understanding of service processes to fill the role of Transformation Lead. This position involves supporting the deployment of an Aftersales system across various international markets for our esteemed partner, a frontrunner in the luxury automotive sector.

The Role

As a Transformation Lead, you will join the Global Customer Service team and spearhead a project aimed at implementing and continuously enhancing our partner's Aftersales strategy. This role requires a customer-centric mindset and the ability to leverage your knowledge of service processes to develop and execute a plan that aligns with our partner's objectives. You will oversee the operational changes necessary to deliver this new service capability, collaborating across functions to ensure that system, process, personnel, and data modifications are effectively integrated.

Key responsibilities of the Transformation Lead include:

  • Working closely with various Aftersales program managers and local markets to devise a comprehensive rollout strategy, from pilot to full implementation
  • Evaluating diverse data sources essential for the successful execution of the programs
  • Launching the Customer Clock initiative to provide a holistic view of the client's service experience
  • Employing change management methodologies to foster engagement, ensuring the platform complements existing infrastructure
  • Identifying obstacles to participation, formulating practical business solutions to address these, and onboarding all current non-participants
  • Creating a metrics framework to assess the successful integration of programs at the retailer level, including adherence to process changes and overall enhancements in retailer efficiency and customer satisfaction
  • Facilitating Retailer/Internal User access to various retailer portals through effective process deployment
  • Crafting and validating communications to promote the adoption of any additional functionalities within the Retailer systems
  • Thoroughly preparing all markets for the launch of customer-focused Aftersales solutions
  • Developing user guidance to support the change management initiative
  • Collaborating with both technical development and business teams to ensure ongoing solution development alongside market rollout.

About You

This role presents an excellent opportunity for an individual with a robust background in retail, specifically in leading and implementing transformations.

The ideal candidate will possess:

  • In-depth knowledge of automotive retail service processes
  • Experience in leading and executing change initiatives
  • Strong written and verbal communication skills
  • Exceptional stakeholder management abilities with the capacity to influence at all levels
  • A collaborative approach to achieving objectives
  • The capability to comprehend the vision and strategize its delivery
  • Experience in managing extensive projects with diverse stakeholders is advantageous but not mandatory

What's in it for you?

Joining our team means becoming part of the MSX International family. It's more than just a job – it's a chance to build a career, make a meaningful impact, and engage in a dynamic industry.

At MSX, our employees are the cornerstone of our success. We are committed to empowering and supporting our workforce and offer flexible working arrangements to accommodate all. We take pride in our diverse workforce and are a Disability Confident Committed organization.

As part of MSX, you can enjoy:

  • Company car
  • Laptop
  • Travel expenses
  • 25 days of annual leave entitlement (plus bank holidays)
  • Company contributory pension plan
  • Cashback healthcare scheme
  • Life Assurance
  • Car Salary Exchange Scheme

Working Pattern and Location

  • 40 Hours per week
  • Permanent
  • Monday – Friday
  • Location – Remote
  • Travel: occasional overnight stays and visits to the office as required by the business

About MSX

With over 5,000 employees in more than 80 countries worldwide, our teams deliver industry-leading expertise across:

  • Warranty & Technical
  • Parts & Service
  • Channel Management
  • Customer Engagement
  • Fleet & Mobility

Since 1931, we have built trust through our proven track record, partnering with nearly every car manufacturer in the market.

The MSXI Purpose

To empower Movers and Makers to thrive in our ever-evolving world.

The MSXI Mission

To leverage our expertise in mobility, the creativity of our global teams, and the power of technology to craft tailored and innovative solutions.

The MSXI Vision

To enhance every journey in the realm of mobility.

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