Future Services Market Lead - Coventry, United Kingdom - JLR

JLR

Verified Company

Coventry, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

REQ ID:
121874

JOB TITLE:
Future Services Market Lead

SALARY:
Competitive

POSTING END DATE:
29/01/2024

LOCATION:
Coventry

Beyond Property, Purchasing, HR and IT, more than being part of our Finance or Marketing teams, beyond even Sales and Service, every role in every business area offers unique opportunities to make an impact on the future of mobility and the automotive industry.

This role is responsible for defining, delivering and owning the end-to-end customer experience at every touchpoint for the Customer Care Strategy.

Working with the x-functional team including, Engineering, IT and commercial teams to ensure customer experience requirements are fully developed and integrated into the solution.

Responsible for communicating x-functionally the Electrification Services CX vision and driving class leading CX at every touchpoint.

The Customer Experience Design Manager will work closely with the commercial team and Product Managers / Owners to ensure a cohesive end to end approach is defined and delivered.

The Future Customer Experience Lead will need to take on and refine the customer experience concept and then translate into detailed design requirements.

Coordinating across a number of JLR customer channels (for example companion app & in car) with their owners to ensure a seamless, frictionless experience.

WHAT TO EXPECT

Lead the development, creation and deployment of the endtoend customer experience for customer care products and services
Creation and deployment of robust processes that deliver a seamless customer journey
Conduct ongoing competitor & Voice of Customer analysis for the customer experience ensuring JLR's approach is class leading
Identification of opportunities for an enhanced Customer Experience through continuous process improvement and implementation
Liaise with service partners and Product owners to ensure the CX is fully optimised and delivered to enable maximum returns
Ensure customercentric approach is applied in all deliverables, delivery and communications
Work collaboratively with business stakeholders from across the business including Commercial, IT and Engineering aligning assumptions
Ensure on time delivery of project deliverables and checkpoints
Define, develop and track key performance indicators to underpin the above strategy
Undertake any other work as directed by their line manager in connection with their job as may be requested from time to time

WHAT YOU'LL NEED

A passionate visionary leader, inspiriting teams with your CX vision
Extensive experience in designing and delivering physical and digital services and experiences on a global scale
Excellent Digital experience & competitive knowledge
Proven track record in customer experience end to end delivery
Strong knowledge of consumer insights and Voice of Customer
Customer experience mindset
Demonstrate enthusiasm, the ability to communicate and influence solutions to deliver class leading customer experience xfunctionally
Proven track record for xfunctional partner alignment influencing customer experience
Continuous improvement and process driven mindset

SO WHY US?

Bring all this to the home of premium innovation, and you'll find the opportunities to further your career with a world-class team, a discounted car purchase and lease scheme for you and your family, membership of a competitive pension plan 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.

JLR is committed to equal opportunity for all.

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