POSITION: Head of Customer Experience Design

POSTING END DATE: 08/10/2024

LOCATION: Whitley, (UK) / Hybrid

SALARY: Competitive

JLR is a House of Brands. Range Rover. Defender. Discovery. Jaguar. Truly distinct, global brands that embrace our modernist design philosophy and are emotionally compelling and unique. JLR’s Reimagine strategy - to realise our vision to be proud creators of the most desirable, modern luxury brands, for the most discerning of clients - is delivering a sustainability-rich vision of modern luxury by design and we are transforming our business to become carbon net zero across our supply chain, products, and operations by 2039.

WHAT TO EXPECT

This is an exciting new role within the newly formed Customer Experience team of the UK National Sales Company, which is at the vanguard of our company transforming to be brand led and customer centric. The Customer Experience team covers our digital channels: website, direct digital comms and e-commerce platform, as well as our physical contact centre. You will lead a team of passionate individuals who are obsessed about customer experience and will help to form a positive emotional connect with our clients by delivering exceptional, unified brand experiences.

Exceptional customer experience is key to our Reimagine Strategy, and you will have the chance to shape it across channels at the UK NSC.

THE ROLE

Key Responsibilities

• Manage ‘end to end journey mapping’ for all processes within the remit of Customer Experience Department
• Responsible for overlaying the E2E data flow and interface governance at high level Customer Journey
• Work closely with the UK Retail Network and establish various touch points and forums to deploy new journeys and enhance current ones
• Responsible for defining the overall Loyalty Strategy for the UK Market and detail it further to be deployed across channels
• Develop and devise a channel strategy across instore, online and app for the deployment of initiatives
• Liaise closely with Brand Teams, Comms and Insights team and other cross functional areas to receive and understand the briefs in order to create CX level briefs
• Responsible for defining the Customer Segmentation for the Customer Journey and in line with brand briefs etc, overlay the tonality of messaging to the Client, across channels
• Responsible for managing the Level 1 (L1) KPI’s across the CX Department
• Continuously liaise with Global CX counterparts and enable the provision of assets from the Global teams to deploy the journeys
• Be responsible for overall program management of all initiatives and projects running across the CX Department

Key Performance Indicators

• Brand NPS
• Customer Satisfaction (CSI/CSAT)
• Customer Journey Friction Score
• Customer Effort Score
• Customer Consent and Preference Percentage
• Budget Management

Key Interactions

• UK Brand Directors
• Global CX Centre of Excellence
• UK NSC Sales Operations Teams
• UK NSC and Global Comms and Insights team
• UK NSC Digital team
• Retail Network General Managers and Francise Directors

WHAT YOU’LL NEED

Essential Knowledge, Skills and Experience

• Experience in customer journey design and mapping
• Ability to understand the bigger picture and think outside the box
• Good understanding of user experience and customer journeys
• Good understanding of end to end Automotive Sales processes
• An understanding of FCA rules in relation to Distance Selling
• Ability to explain detailed concepts in a simple way
• Ability to create long lasting relationships with the Retail Network
• Experience of data driven design and overall data flow governance
• Ability to influence others, up to and including senior leaders
• Experience of working in a matrixed management environment
• Previous experience managing a team of direct reports
• Good attention to detail while retaining awareness of overall strategic direction
• Excellent problem solving skills
• Good communication/presentation skills

Personal Profile

• Demonstrates our Creators' Code behaviours of Customer Love, Unity, Integrity, Growth and Impact
• An individual with a customer first mindset who is easy to do business with and makes people feel special, driven to deliver experiences that are personalised, transparent and dependable
• An individual who is results driven, demonstrates tenacity, drive and perseverance, with the ability to deliver in a complex, highly demanding environment
• An individual who is resilient, energetic and enthusiastic, able to deliver results under pressure, whilst responding constructively to challenging new ideas and inputs
• An individual who is able to challenge existing thinking in a positive way whilst building credibility and trust through experience and personal style
• An effective communicator, able to tailor their style and messaging dependant on audience
• An individual who is able to make quick decisions and learn from mistakes
• An effective team player, actively leads, develops and supports team members

#WEAREJLR

At JLR, we are passionate about our people. They are at the heart of our business. We are committed to fostering a diverse, inclusive culture that is representative of our global customers and the society in which we live; a culture in which every one of our employees can bring their authentic self to work and reach their full potential.

You will find the opportunities to further your career with a world-class team, access to select two of our luxury premium vehicles to lease at an extremely favourable cost compared to traditional company car lease schemes, membership of a competitive pension plan, private medical cover (which includes travel insurance) and performance related bonus scheme. All this and more makes JLR the perfect place to continue your journey.

This role may offer the opportunity for hybrid working where you can split your time between working from home and in the office. At JLR, hybrid working is a voluntary, non-contractual arrangement providing employees with more choice and flexibility around how, when and where they work, if suitable for their role. Further details can be discussed with the Hiring Manager at interview stage.

Please be aware that we may close this vacancy for applications before the stated deadline if we receive a high volume of interest. We strongly advise you to submit your application as early as possible.