REQ ID: 124675
JOB TITLE: Customer Experience Analyst
SALARY: £42,000-£53,000
POSTING START DATE:20/06/2024
POSTING END DATE: 04/07/2024
LOCATION: Warwick

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.

WHAT TO EXPECT

You’ll be tasked with enhancing the Defender and Discovery brand’s customer experience by developing a comprehensive set of experiences and services that customers can’t live without.

You’ll support the Heads of Customer Experience in overseeing the development of the end-to-end customer journey for each brand, working with key stakeholders across the business to deliver a differentiated, brand-defining modern luxury experience for all.

Key Accountabilities & Responsibilities:

• Responsible for championing the customer experience across the business to ensure exceptional service is continuously provided to all customers across all channels and platforms.
• Supports the definition of the differentiated end-to-end customer journey and customer experience including the brand expression of each touch point of the customer journey through brand signature moments.
• Support and deputise for the Head of Customer experience, attending meetings as their representative, able to brief and guide the wider team on the customer experience strategy.
• Be proactive in working with the regions and markets on their customer experience plans devised from the global house of brand strategy, ensuring they underpin the overall objectives.
• Leads or oversees customer research projects, taking customer feedback, wants, and needs into consideration to enhance the brand experience for customers

WHAT YOU’LL NEED

• Strong stakeholder management skills and good communicator with high level of emotional intelligence and ability to negotiate and use diplomacy for mutual benefit.
• Previous experience working to deliver customer experience strategies, with a customer-first mindset, who holds the customer experience above all else, even when it is challenged
• Previous experience of working in brand management with a proven track record of delivery.
• Progressive and creative, have a proactive approach, always looking ahead and able to see beyond the short-term immediate tasks. ·
• Experience in project management, with experience in project tracking, preferably using a project management tool (e.g. JIRA) and experience in analytics skills, using data insights to track performance and decipher trends

#LI-POST

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.