Tätigkeitsbereich:Marketing / Vertrieb / KommunikationFachabteilung:Sales & MarketingGesellschaft:Mercedes-Benz Financial Services UK LimitedStandort:Mercedes-Benz Financial Services UK Limited, Milton KeynesStartdatum:..6Veröffentlichungsdatum:..6Stellennummer:MER3XVTArbeitszeit:Vollzeit BewerbenAufgaben
Job Title: Customer Experience & Market Research Lead (Fixed Term Contract)
Closing Date: 3 February 6
Please note this is a fixed term contract and its end date is December 6.
About us
At Mercedes-Benz Financial Services, our employees are at the heart of our business. Our colleagues provide a range of financial solutions designed around the changing needs of our diverse customers. It doesn’t matter the colour of your skin, the beliefs you value, the people you love or the tattoos you wear, we support you for being you.
Through the doors of Mercedes-Benz Financial Services, you will find a passionate team working to support our customers and our colleagues. We ensure that everyone has an equal opportunity to learn and develop.
We want to celebrate your individuality, embrace your personality and welcome you into our culture. It’s the differences of our colleagues that enable us to thrive. We believe our backgrounds, skills and cultures contribute to our shared culture and help us deliver outstanding Customer Experience. Inclusion is the driving force behind our ethos.
At MBFS, we are committed to being a Menopause Friendly Employer. We offer wellbeing support options and resources to assist if you are directly affected by the Menopause, or are supporting someone who is going through the Menopause.
How you’ll play your part
In this role, you will be responsible for managing Market Research and all customer insight activities by using actionable insights to improve customer pain points, aligning project outcomes to launch improvements in the customer and retailer journeys to improve the customers experience and to align the organisation with Consumer Duty.
Main Accountabilities
Governance and Certified Person Support:
1. To fulfil the SMF3 Sales & Marketing Director’s discharged responsibilities, maintain Origin Spreadsheets (cascade of Directives) in order to evidence: good customer outcomes when seen through the lens of the four Consumer Duty principles, and ensure completion of mandatory training and regulatory knowledge to be able to fulfil role under the FCA regulatory regime.
Customer and Retailer Research:
2. Accountable for the delivery of MBFS’ Customer and Network (Passenger Car and Van) research and insight programmes aligned to agreed strategy and support with evidencing consumer outcomes in line with the Financial Conduct Authority Regulations.
3. Responsible for the development, integration, and management of multiple research platforms.
4. Work with MBM in Germany on the migration and development of survey touchpoints, data alignment, survey questions and reporting with the business’ requirements.
5. Manage pain points that are highlighted through feedback ensuring they are analysed, and actionable insights are prioritised in supporting customer 1st outcomes and complying with regulatory requirements.
6. Pro-actively use research and expert insight to support product and process development ensuring tangible results and relevant output and to consider evidencing for Consumer Duty.
7. Working closely with MBM in Germany and other external agencies to ensure MBFS is at the cutting edge of research technologies and implement where appropriate.
Project Management:
8. Accountable for driving actionable feedback, delivering actions and projects to improve the Customer/Retailer/Dealer experience. Manage feedback actions and outcomes to evidence changes.
9. Planning and prioritising tasks, identifying resources required, to deliver the change.
10. Influencing each area to deliver tasks required to deliver successful outcomes.
11. Understand the impact of the change on each area, raising awareness and communicating the change across the whole business ensuring each areas needs are met.
12. Present to stakeholders around the business such as Executive Committee, Senior Leadership Forums to escalate ongoing pain point issues and drive change. Make sure any risks are escalated to relevant Head of Business.
13. Manage communication research testing programme and ensure the right questions are asked to gain a tangible output.
Customer Experience:
14. Support the Head of CX, Marketing and T&D with CX strategy and align and prioritise insights that align with business requirements.
15. Measure customer perceptions of the products and services the company provides, in order to drive customer engagement.
16. Influence change to provide a positive customer experience ensuring customer’s needs are met.
17. Collect, analyse and interpret customer interactions to identify requirements to optimise customer experience.
18. Manage the MBFS Trustpilot strategy to ensure business processes are providing good customer outcomes. Escalate customer review ratings of 1 and 2 to Resolutions/Network Compliance/Business Areas for investigation and to meet Consumer Duty. Working with the Digital Marketing and Content Lead, plan the promotional roadmap and analyse the results, sharing insight with stakeholders and where relevant, adapting the chosen approach.
Stakeholder Management:
19. Develop effective working relationships with colleagues across the Business to gain the commitment, support and resources required to deliver projects and Customer 1st outcomes successfully.
20. Responsible for managing four external research and feedback agencies, ensuring they deliver to a high standard of work and tangible results for the business.
21. Manage reporting MI to ensure dashboards are kept up to date and relevant for the business.
Budget and Line Management:
22. Line manage 1 x FTE (Grade 7) and 1 x Industrial Placement.
23. Make sure all team members have a personal development plan in place and champion the delivery of good customer outcomes throughout all working practices.
24. Manage CX & Insight OPEX budget of £,. Ensure we can demonstrate ROI and value for money for all supplier spend. Review budgets regularly with the team, tracking forecasted spend vs. actual activity.
About you
25. Educated to Degree level and/or equivalent.
26. Ideally hold qualifications (e.g. CIM) achieved in marketing communications, product development or market research.
27. Understanding of the UK financial regulatory environment and relevant legislation impacting the financial services market, with the ability to assimilate changes occurring within the automotive sector.
28. An unwavering passion for customer experience.
29. Ability to champion ideas from concept to delivery and influencing stakeholders to support these.
30. A broad understanding of the key elements in customer research and their role in supporting the marketing strategy.
31. Strong Project Management skills as well as excellent prioritisation and multi-tasking skills.
32. A strong team player/motivator who has a high level of organisational ability.
33. Previous experience in managing people and suppliers preferred.
34. Strong commercial awareness enabling effective planning and decision making.
35. Excellent oral and written communication skills required and be able to work with a wide diversity of people.
What’s in it for you?
We’ll offer you a competitive salary and discretionary bonus structure. We also hope you’ll love our products as much as we do, with access to our colleague car schemes. On top of that, you’ll be able to join our pension scheme and you’ll get a flexible benefit pot that can be used to find the benefits that are right for you.
We’re here to support you – we offer access to colleague wellbeing resources, including an Employee Assistance Programme, Mental Health First Aiders and the Inclusion Advocates as well as flexible opportunities to support work life balance. We’ll also encourage your development, with the training and knowledge you need to reach your potential.
Through the doors of Mercedes-Benz Financial Services, you’ll find a passionate team working to put our customers first. We know that to keep this team motivated, we need to ensure that everyone has equal opportunity to learn and develop. We celebrate a culture of appreciation and respect, where everyone is valued for who they are. We believe our backgrounds, experiences and cultures contribute to our shared experience and shape who we are and what we do. The diversity of our colleagues reflects the diversity of our customers. This diversity is the driving force behind our ideas.
What’s next?
Please be assured that we’re here to support you throughout the recruitment process and beyond, and reasonable adjustments are available to any candidates who need them. We’re also open to working flexibly and are happy to discuss flexible working options.
Managing your data
We care about your personal data. The General Data Protection Regulation provides you with more control and by submitting an application to us, we consider this to be an agreement to process your personal data in support of our recruitment and selection process.
Data categories that we process in relation to your application are the ones that you provided as part of the application process. We process your personal data in relation to the application, in accordance with the legal requirements. Recipients of your personal data within our company are the managers of the specialist unit in charge of filling the position and the responsible colleagues from HR.
Benefits Mitarbeiterhandy möglich Gesundheitsmaßnahmen Mitarbeiterrabatte möglich Mitarbeiter Events Parkplatz Kantine, Café Gute Anbindung Barrierefreiheit
We need your consent to load the Youtube service!
We use a third party service to embed video content that may collect data about your activity. Please review the details and accept the service to watch this video.
This content is not permitted to load due to trackers that are not disclosed to the visitor. The website owner needs to setup the site with their CMP to add this content to the list of technologies used.
Powered by