Job Title:Customer Experience Design Manager
Location:Gaydon, Warwickshire
Rate:£39.00ph via an Umbrella Company (Inside IR35) or£29.00ph PAYE
Employment Type: Contract (12/06/26 (Maternity Cover))
Hours: Standard 40 Hours Per Week
This is an exciting opportunity within the vehicle connected services (VCS) strategy team.
As Customer Experience Design Manager, you’ll be responsible for designing, measuring and enhancing an exceptional end-to-end customer experience at every touchpoint of the VCS programme, ensuring satisfaction and loyalty throughout the customer lifecycle.
Through acting as the voice of the customer for VCS, you will represent our client’s needs, preferences and feedback in decision-making processes. As well as conducting and overseeing research to continuously validate new ideas and improvements.
You will be responsible for continually developing and ensuring the successful implementation of the customer experience strategy, including assessing possible CX innovations and applying these where necessary to the VCS customer journey. Working with a cross-functional programme team, including Engineering and Digital Teams, you will ensure a cohesive end-to-end approach is defined and delivered with the overall goal to remove friction, reduce effort and grow value for our customers.
Key Accountabilities and Responsibilities:
Customer Centricity Guardianship within and across all VCS CX Workstreams:
* Ensure that a customer-centric strategy and principles are integrated into each VCS CX workstream, guiding teams towards prioritising customer satisfaction and loyalty resulting in an increase to CLV and revenue.
* Actively advocate for the customer by embedding customer needs, preferences and feedback into decision making processes.
* Conduct regular reviews to ensure that project activities align with the overarching goal of delivering an exceptional customer experience.
* Ensure consistent and positive customer interactions are delivered across all touchpoints.
Collecting and Acting on Customer Insights:
* Implement and follow a systematic approach to gathering customer insights through continuous research, competitor and voice of customer analysis.
* Engage others in the team with proactive customer feedback collection and sharing.
* Translate insights into actionable recommendations, advocating for changes that will directly impact customer satisfaction and loyalty.
* Communicate key insights and action requirements in a convincing manner to decision makers.
Customer Journey Mapping and Management:
* Utilise Customer Journey Management tools and techniques to develop comprehensive customer journey maps that encompass customer touchpoints, emotions and opportunities based on insights.
* Regularly review and update journey maps to reflect evolving customer expectations and market trends.
* Provide recommendations and improvements for existing projects and new project planning based on journey mapping outcomes.
CX Metrics and KPIs:
* Define and track key performance indicators (KPIs) suitable for luxury customers to measure customer satisfaction and loyalty.
* Manage the monitoring of social media listening for customer sentiment.
* Conduct regular reviews of customer-centric KPI data, identifying trends and areas for improvement, and sharing insights with relevant teams.
Stakeholder Co-ordination:
* Act as a central point of contact for all stakeholders involved in CX - related projects, ensuring clear communication and alignment of objectives.
* Collaborate with various departments (e.g., Commercial, Engineering, Digital, Global Customer Insights) to create and refine value-driven experience that resonate with our customer base.
* Guide Senior Stakeholders on customer experience best practices, strategies and opportunities to aide decision making.
* Manage and lead a customer experience team, providing continuous guidance and development.
Key Performance Indicators:
-Customer Satisfaction
-Net Promotor Score
-Customer Effort Score
-Customer Awareness Score
-Customer Lifetime Value
-Customer Retention Rate
Key Interactions:
-Commercial Customer Experience CoE
-Product Strategy
-Engineering
-IDT
-Global Customer Insights
-Various 3rdParties
Knowledge, Skills and Experience:
Essential:
* Significant experience in customer journey methodologies including journey mapping and service blueprinting.
* Experience in designing and delivering digital connected products and experiences on a global scale.
* Proven track record in delivering large scale and more tactical improvements to the customer experience.
* Strong knowledge of analysing customer insights and voice of customer feedback.
* Strong problem-solving skills when identifying and addressing customer issues, resolving conflicts and finding creative solutions to customer pain points.
Desirable:
* Experience and background in marketing, customer experience and/or customer innovation.
* Familiarity with agile project management principles and practices
Additional Information:
This role is INSIDE IR35