Customer Experience Analyst
3 days ago
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
You’ll be tasked with enhancing the Defender and Discovery brand’s customer experience by developing a comprehensive set of experiences and services that customers can’t live without.
You’ll support the Heads of Customer Experience in overseeing the development of the end-to-end customer journey for each brand, working with key stakeholders across the business to deliver a differentiated, brand-defining modern luxury experience for all.
Key Accountabilities & Responsibilities:
Responsible for championing the customer experience across the business to ensure exceptional service is continuously provided to all customers across all channels and platforms. Supports the definition of the differentiated end-to-end customer journey and customer experience including the brand expression of each touch point of the customer journey through brand signature moments. Support and deputise for the Head of Customer experience, attending meetings as their representative, able to brief and guide the wider team on the customer experience strategy. Be proactive in working with the regions and markets on their customer experience plans devised from the global house of brand strategy, ensuring they underpin the overall objectives. Leads or oversees customer research projects, taking customer feedback, wants, and needs into consideration to enhance the brand experience for customersWHAT YOU’LL NEED
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