Customer Experience Director

Job content

POSITION: Customer Experience Director

LOCATION: Gaydon / Whitley (UK) / Hybrid

REPORTING TO: UKNSC Managing Director

POSTING START DATE: 10/10/2023

POSTING END DATE: 24/10/2023

SALARY: Competitive

Jaguar Land Rover is evolving into “JLR”, a “House of Brands” comprising of four distinct British brands – Range Rover, Jaguar, Defender and Discovery.

Our purpose is to ‘Live the Exceptional with Soul’ by being the proud creators of modern luxury and being guided by a set of behaviours we call our Creators’ Code: Customer Love; Unity; Integrity; Growth; Impact.

What To Expect

This is an exciting opportunity to champion the voice of the client in the local market and to ensure a seamless delivery of the end-to-end client journey in NSC functions aligned to global standards set within CoEs to generate sales across all channels and brands.

THE ROLE

Key Responsibilities

• Own the client experience and be accountable for the locally adjusted end-to-end client journey in the local market aligned to global standards.
• Develop the client experience strategies in the market to optimise the client journey.
• Oversee the Data Management team responsible (data governance, standards and quality).
• Horizon scanning and analysis of market and industry trends.
• Define and own the client KPIs aligned with the client journey stages.
• Create and implement the Client Experience strategy, aligned to global objectives and JLR’s e2e Modern Luxury client journey.
• Analyse and monitor client feedback, client behaviours and preferences across all brands.
• Lead on CX transformation and optimisation initiatives and prioritise business case developments for CX changes and transformation.
• Performance management and mentoring of the Client Experience team.
• Foster a client-focused culture by collaborating with all UKNSC functions to ensure CX is prioritised and delivered and by providing expert advice and guidance.
• Build capability and share best practice with retailers to ensure delivery of the Modern Luxury client experience.
• Ensure the Client Experience team collaborates effectively with UKNSC functions, consistently ensuring the delivery of a seamless client experience across stages, channels and brands.
• Ensure the Client Experience team collaborates effectively with global CoEs to deliver a global consistent client journey and e-commerce platform and facilitate sales.
  
  

Key Interactions

• UKNSC
• In-market Brand Teams
• Communications & Insights
• Market & Business Operations
• Technology
• Transformation
• Client Care
• Financial Services (inc. LBG)
• COEs
• Customer Experience
  
  

What You’ll Need

Essential Knowledge, Skills and Experience

• Proven Digital & Data-led transformation experience.
• Experience in deploying Agile methodology to teams and / or a business.
• Achieving more with less – ability to continually assess and prioritise value add activity.
• Proven experience with Board level stakeholder management.
• Experience of driving impactful change to deliver functional level strategy and business requirements.
• Project Management / transformational abilities; delivering meaningful agile change.
• Relevant previous experience Business Process Improvement gained at a senior management level.
• Significant experience of managing multi-skilled teams.
• Evidence of leadership ability and interpersonal skills.
• Relevant degree or equivalent experience preferred.
  
  

Personal Profile

• Demonstrates our Creators’ Code behaviours of Customer Love, Unity, Integrity, Growth and Impact.
• Continually working hard to deliver a modern luxury experience to earn and keep our customers’ trust and loyalty.
• Embracing differences, being empathetic, welcoming challenges together empowering each other to deliver.
• A determined individual, highly driven, committed and results-orientated who works with pace, energy and confidence.
• An individual who is able to apply analytical rigour to develop and drive well thought out operational plans, collaborate across functions and combine a short term, pragmatic focus with strategic vision.
• An individual who is resilient, energetic and enthusiastic, responds constructively to new ideas and input in a changing business environment.
• An individual who is able to challenge existing thinking in a positive way whilst building credibility and trust through experience and personal style.
• A sophisticated communicator who is able to communicate directly, clearly and openly.
• An individual who can demonstrate good capability in leadership and management skills, who can motivate, develop and lead functional and cross-functional teams.
  
  

#WEAREJLR

At Jaguar Land Rover, 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 Jaguar Land Rover 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 Jaguar Land Rover, 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.