Full job descriptionAre you passionate about creating exceptional customer experiences and turning customer insight into meaningful change?
We’re partnering with a leading global brand to recruit an experienced Customer Experience Lead to take ownership of a high profile customer experience programme across the European region. This is an initial 12 month contract with a real opportunity to be extended or become permanent within the organisation.
This is a fantastic opportunity for an experienced CX professional who combines strong analytical capability with the ability to influence, engage and drive change. You’ll use customer and dealer feedback to identify opportunities, shape improvement activity and ensure insight is translated into tangible outcomes across multiple European markets.
Working across a complex network of internal teams, regional operations, distributors, dealers and external partners, you’ll play a key role in continually evolving the customer journey and ensuring the voice of the customer remains at the heart of decision making.
The roleYou’ll be responsible for:
*Leading customer satisfaction measurement and wider customer experience survey programmes.
*Analysing customer feedback, survey results and performance trends to identify opportunities and translate insight into clear recommendations.
*Developing and delivering customer experience improvement initiatives across European markets.
*Providing regular customer satisfaction performance reporting, insight and recommendations to senior leadership.
*Working with regional teams and dealer networks to agree targets, identify performance gaps and implement corrective action.
*Driving engagement with customer experience programmes and helping stakeholders understand how customer feedback can be used to improve performance.
*Supporting teams to better understand customer insight and turn it into practical action.
*Line management of one team member, supporting with their development and progress.
*Working collaboratively across the wider business to understand how new programmes and initiatives may impact the customer journey.
*Managing external CX suppliers, service levels and performance.
*Continuously evolving the pan-European Customer Experience Programme in line with changing customer expectations and market trends.
*Managing the Customer Experience budget and ensuring effective governance and control.
About youWe’re looking for someone who can combine customer insight, commercial thinking and stakeholder influence.
You’ll ideally bring:
*Previous experience within Customer Experience, Customer Insight, Voice of Customer or Customer Journey.
*Strong analytical skills and experience using customer feedback, survey results and KPI data to identify trends and opportunities.
*A track record of turning insight into practical improvement plans rather than simply reporting the data.
*Strong project management skills with the ability to manage multiple priorities.
*Excellent stakeholder management and influencing skills, including confidence presenting recommendations to senior audiences.
*Experience working across complex, multi-stakeholder environments.
*Commercial awareness and the ability to balance customer experience with wider business priorities.
*Experience managing external suppliers and service levels.
*Budget management experience.
*A collaborative, proactive approach and genuine passion for continuous improvement.
Automotive experience would be advantageous, particularly experience working with dealer or distributor networks, but we’re equally interested in candidates from other complex, customer led environments who can demonstrate highly transferable CX experience.
Why this role?This isn’t a traditional customer service role.
It’s an opportunity to take a strategic, insight led view of Customer Experience across Europe, working with multiple markets and stakeholders to understand what customers are telling the business and, importantly, make something happen as a result.
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