REQ ID: 127290
JOB TITLE: Customer Experience Consultant - Prototype Vehicles
SALARY: £37,600 - £52,000

POSTING START DATE: 09/01/2025

POSTING END DATE: 23/01/2025
LOCATION: Gaydon  

Industrial Operations is where we add value to our modern luxury ethos. Whether in Procurement, sourcing vital products and services, or Supply Chain, managing Logistics Operations and Fulfilment, you will ensure seamless operations for our iconic vehicles across our global footprint while prioritising sustainable initiatives. Working with cross-functional teams, you'll be part of how we drive efficiencies and implement industry-leading practices. Help us create the exceptional.

WHAT TO EXPECT

At JLR, we’re driven by our mission to deliver flawless product launches and achieve the highest standards of quality and customer satisfaction. Within the Industrial Operations Programme Delivery (IOPD) organisation, we play a pivotal role in leading all launch activities, ensuring that every vehicle is delivered on time, within budget, and to the highest specifications.

We’re seeking a Customer Experience Consultant to join our Field Evaluation Unit (FEU) Operations team—a vital component of the launch process. The FEU Operations team runs a fleet of pre-production vehicles using real-world customer duty cycles to support programme readiness. Your role will focus on ensuring that these vehicles meet quality standards and that any issues are detected and resolved before customer shipments.

As a Customer Experience Consultant, you will work closely with the FEU Programme Lead Engineer to manage the planning, control, and execution of all new model FEU activities. This will include supporting the ordering, running, and issue investigation of the FEU fleet, as well as acting as a key liaison for Customer Acceptance Testing (CAT). You will collaborate with teams across AQ Quality, Vehicle Engineering, and CoC Engineers to ensure that quality and safety objectives are met while supporting the smooth progression of the launch.

Your responsibilities will include driving the integration of Intelligent Quality Management (IQM) data into the CAT process, ensuring that data from FEU issues is accurately appraised and integrated into quality assessments. You will also support the investigation of issues and help balance vehicle time priorities to facilitate rapid resolution. Additionally, you will represent FEU in Rework forums, working with various teams to ensure that FEU vehicles meet the necessary standards and remain ‘fit for purpose.’

In this role, you will play a key part in tracking and maintaining the status of all IQM issues, ensuring full traceability of every appraisal. You’ll also be involved in planning and executing FEU-focused assessments, prioritising activities based on feature roll-out plans and quality data. Your work will directly contribute to optimising launch quality and supporting the delivery of vehicles that meet JLR’s exacting standards.

If you’re a proactive and detail-oriented professional with a passion for quality and vehicle launch processes, we’d love to hear from you. Join us, and be part of a team that is shaping the future of automotive excellence.

WHAT YOU’LL NEED

Knowledge, Skills and Experience

• Basic vehicle technical knowledge and engineering awareness.
• JLR product knowledge advantageous.
• Ability to facilitate complex issue investigation and relay technical conversations.
• Proficient in PC usage, MS Excel, and IQM systems with strong written and oral communication skills, and a thorough, logical, detail-oriented approach to tasks.

Creating Modern Luxury requires a modern approach to work. At JLR, hybrid working is a voluntary, non-contractual arrangement providing employees more choice and flexibility around how, when and where they work. Some roles require more on-site work, but details of this can be discussed with the hiring manager during the interview stage.

We work hard to nurture a culture that is inclusive and welcoming to all. We understand candidates may require reasonable adjustments during the recruitment process. Please discuss these with your recruiter so we can accommodate your needs. 

Applicants from all backgrounds are welcome. If you’re unsure that you meet the full criteria of a role – but you're interested in where it could take you – we still encourage you to apply. We believe in people's ability to grow and develop within their role – it’s what makes living the exceptional with soul possible.

JLR is committed to equal opportunity for all.