About Company
Jaguar Land Rover is a world-renowned automotive company, synonymous with luxury, design, and unparalleled engineering. With a rich heritage and a forward-looking vision, we are at the forefront of automotive innovation, crafting iconic vehicles that captivate and inspire. Our Halewood plant in Liverpool is a critical hub, contributing significantly to our global production and upholding our commitment to quality and excellence. At JLR, we don’t just build cars; we build experiences, striving to exceed expectations for both our customers and our dedicated employees. Join us and be part of a team that shapes the future of mobility, where every voice is valued, and every contribution makes a difference in delivering world-class customer satisfaction.
Job Description
We are seeking a proactive and detail-oriented Customer Experience Officer to join our dynamic team in Speke, Liverpool. In this crucial role, you will be instrumental in enhancing the overall experience for our stakeholders, focusing on support systems and feedback mechanisms. You will act as a key liaison, gathering insights, addressing concerns, and driving continuous improvement across various touchpoints, whether internal or external facing. This position is vital for ensuring that Jaguar Land Rover maintains its reputation for excellence by actively listening to feedback and translating it into actionable strategies. You will be responsible for meticulously analyzing customer feedback data, identifying trends, and collaborating with cross-functional teams, including production, quality control, and sales, to implement effective solutions. Your work will directly impact our ability to refine processes, improve product and service delivery, and foster stronger relationships within our ecosystem. If you possess a passion for problem-solving, exceptional communication skills, and a commitment to delivering outstanding support, we encourage you to apply. This is an exciting opportunity to contribute to a globally recognized brand and play a significant role in shaping our customer-centric culture.
Key Responsibilities
- Serve as the primary point of contact for feedback and support inquiries, managing them efficiently and professionally.
- Collect, analyze, and interpret customer feedback data from various channels to identify pain points, trends, and opportunities for improvement.
- Develop and implement robust feedback collection methodologies and reporting processes.
- Collaborate with internal departments (e.g., manufacturing, engineering, sales, aftersales) to investigate issues, resolve complex queries, and ensure a unified approach to customer satisfaction.
- Propose and champion initiatives to enhance customer experience, working with stakeholders to drive implementation.
- Monitor and report on key performance indicators (KPIs) related to customer satisfaction and support effectiveness.
- Maintain comprehensive records of interactions, feedback, and resolutions to inform future strategies.
- Develop and deliver training or guidance to internal teams on best practices for customer interaction and feedback handling.
- Stay informed about industry best practices and emerging trends in customer experience management.
- Contribute to the continuous improvement of customer support tools, processes, and policies.
Required Skills
- Excellent verbal and written communication skills with the ability to articulate complex information clearly.
- Strong analytical and problem-solving abilities, with experience in data interpretation and trend identification.
- Proficiency in using CRM software and feedback management tools.
- Demonstrated ability to manage multiple priorities and work effectively in a fast-paced environment.
- Exceptional interpersonal skills and a proven track record of building positive relationships with diverse stakeholders.
- High level of empathy and a customer-centric mindset.
- Proficient in Microsoft Office Suite (Excel, Word, PowerPoint).
Preferred Qualifications
- Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
- Experience within the automotive industry or a complex manufacturing environment.
- Familiarity with Lean Six Sigma or other process improvement methodologies.
- Experience with survey design and analysis platforms.
- Certification in Customer Experience Management (e.g., CCXP).
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health and wellness benefits package.
- Generous pension scheme.
- Opportunity for professional development and career growth within a global organization.
- Employee discounts on Jaguar and Land Rover vehicles.
- Access to a range of employee well-being programmes.
- Dynamic and collaborative work environment.
- On-site parking and modern office facilities.
How to Apply
To apply for this exciting opportunity, please click on the application link below. We encourage you to submit your detailed CV and a cover letter outlining your relevant experience and why you are a perfect fit for Jaguar Land Rover and this role. We look forward to reviewing your application and potentially welcoming you to our team.