Customer Experience Design Manager

Futura Design

  • Gaydon, Warwickshire
  • Permanent
  • Full-time
  • 1 month ago
  • Apply easily
Our OEM Client based in Gaydon, is searching for a Customer Experience Design Manager to join their team, Inside IR35. This is a contract position until 12th June 2026.Umbrella Pay Rate: £38.81 per hour.This is an exciting opportunity within the vehicle connected services (VCS) strategy team. As Customer Experience Design Manager, you’ll be responsible for designing, measuring and enhancing an exceptional end-to-end customer experience at every touchpoint of the VCS programme, ensuring satisfaction and loyalty throughout the customer lifecycle.Through acting as the voice of the customer for VCS, you will represent our client’s needs, preferences and feedback in decision-making processes. As well as conducting and overseeing research to continuously validate new ideas and improvements.You will be responsible for continually developing and ensuring the successful implementation of the customer experience strategy, including assessing possible CX innovations and applying these where necessary to the VCS customer journey. Working with a cross-functional programme team, including Engineering and Digital Teams, you will ensure a cohesive end-to-end approach is defined and delivered with the overall goal to remove friction, reduce effort and grow value for our customers.Key Accountabilities and Responsibilities:Customer Centricity Guardianship within and across all VCS CX Workstreams:
  • Ensure that a customer-centric strategy and principles are integrated into each VCS CX workstream, guiding teams towards prioritising customer satisfaction and loyalty resulting in an increase to CLV and revenue.
  • Actively advocate for the customer by embedding customer needs, preferences and feedback into decision making processes.
  • Conduct regular reviews to ensure that project activities align with the overarching goal of delivering an exceptional customer experience.
  • Ensure consistent and positive customer interactions are delivered across all touchpoints.
Collecting and Acting on Customer Insights:
  • Implement and follow a systematic approach to gathering customer insights through continuous research, competitor and voice of customer analysis.
  • Engage others in the team with proactive customer feedback collection and sharing.
  • Translate insights into actionable recommendations, advocating for changes that will directly impact customer satisfaction and loyalty.
  • Communicate key insights and action requirements in a convincing manner to decision makers.
Customer Journey Mapping and Management:
  • Utilise Customer Journey Management tools and techniques to develop comprehensive customer journey maps that encompass customer touchpoints, emotions and opportunities based on insights.
  • Regularly review and update journey maps to reflect evolving customer expectations and market trends.
  • Provide recommendations and improvements for existing projects and new project planning based on journey mapping outcomes.
CX Metrics and KPIs:
  • Define and track key performance indicators (KPIs) suitable for luxury customers to measure customer satisfaction and loyalty.
  • Manage the monitoring of social media listening for customer sentiment.
  • Conduct regular reviews of customer-centric KPI data, identifying trends and areas for improvement, and sharing insights with relevant teams.
Stakeholder Co-ordination:
  • Act as a central point of contact for all stakeholders involved in CX – related projects, ensuring clear communication and alignment of objectives.
  • Collaborate with various departments (e.g., Commercial, Engineering, Digital, Global Customer Insigh

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