REQ ID: 126062
JOB TITLE: Senior Customer Success Project Lead
SALARY: £50,000-£55,000

POSTING START DATE: 03/10/2024
POSTING END DATE: 16/10/2024
LOCATION: Gaydon  

JLR’s Information and Digital Technology team is a place where you can unleash your technical ability. Whether expertly supporting applications, managing digital products, architecting solutions, or securing our platforms, you’ll work alongside other tech experts to shape our digital landscape and provide a stable platform for our operations. Stay at the forefront of innovation, and use cutting-edge technology to reimagine the future of modern luxury – be a proud creator of the exceptional.

WHAT TO EXPECT

Digital and Data transformation is at the heart of delivering Reimagine, our global strategy. Our Digital team is the driving force to transform our business, powered by data and technology.
 
Developing talented people is vital to our digital strategy. The Data and AI Office deliver real impact at a global scale. We innovate, move fast, and learn fast. We’re growing diverse teams and working with the best tech partners around. We’re building great talent and creating a flexible, fun, meaningful environment for them, and you, to thrive.
 
As a Senior Customer Success Lead you will lead the change and adoption of large-scale enterprise-wide technology/data transformation initiatives (e.g., Technology rollouts such as Automation technologies, Tableau, data training programs) ensuring faster adoption, higher utilisation and proficiency of the changes that impact employees.
You will also be supporting JLRs vision to drive a data and technology culture and build plans to realise value and return on investment.

Key Accountabilities and Responsibilities

• Supporting the business in their change impact assessments, change readiness activities and minimising end user impacts
• Representing the ‘Voice of the User’ by engaging end users early on to pilot new initiatives and seek out continual feedback, improve customer CSAT and retention levels   
• Managing key customer issues in high profile project work and understanding the broader business needs and how to drive data, automation & analytics in line with other strategic priorities such as agile transformation and our new company purpose
• Supporting business users and project teams to deliver change management strategies and plans, internal and external communications, and end user training to maximise employee adoption
• Supporting and tracking the benefit realisation, value creation and ROI of key product initiatives across JLR by establishing key metrics and using available data to track benefits and measure success

WHAT YOU'LL NEED

• An understanding of automation and analytics tools
• Experience in customer success/change initiatives to drive change, adoption & ROI
• Project management capabilities 
• Analytical mindset and how to effectively track key KPI business success measures 
• High level of IT literacy and a desire to continue to learn new data tools, technology and skills

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.