Customer Experience Innovation Manager

Hays are delighted to be working with our global client, one of the world’s most successful premium manufacturers of cars, motorcycles, and provider of premium services. Our client demonstrates a commitment to innovation, sustainability, and product responsibility all the way from development to production. Their aim is to play a dynamic and innovative role in shaping the face of mobility. Our client highly values each and every person; their passion, commitment, uniqueness and contribution to shaping the future success of their business.

About the job:

We are recruiting for a Customer Experience Innovation Manager to join our client on a temporary assignment. This role is quite heavily focused on identifying the main pain points within a contact centre, customer surveys, CIC, complaints department, analysing these and putting improvement plans in place. The person will be looking at the end-to-end customer journey, collaborating with different teams to put fixes in place and looking at the contact centre landscape, customer strategy and operations.

The opportunity

• Responsibility

• Develop and define the End-to-End Customer journey to develop Customer Insight and ensure customer pain points can be regularly gathered from all touchpoints, assessed, and fed back into Customer Experience Planning processes for action.
• Proactively gather intelligence on digital trends to influence change.
• Forward thinking: Able to identify opportunities, consider concepts and deliver tasks to ensure pilot and implementation success.
• Manage customer measures which enhance premium customer experiences, eradicate pain points and promote those that are financially sustainable for the Group and Retail Organisations.
• Act as point of contact for new customer initiatives being developed by central teams and act as SME for the business in customer projects.
• Identify actions and propose decisions to be presented to decision boards in the UK and AG.

Key accountabilities of the function

• Obtain and share customer insight to drive change
• Create, maintain and share customer journeys, showing customer pain points across all touchpoints
• Share and promote change to reduce/remove customer pain points

What will you bring to the global premium automotive brand:

• Skills and Experience

• Customer Journey Expertise: Proven experience in mapping and enhancing customer journeys to improve satisfaction and retention.
• Contact Centre Operations: In-depth knowledge of contact centre landscapes, including operational strategies, technologies, and performance metrics.
• Industry Experience: Preferred: Experience in manufacturing. Desirable: Background in luxury goods or premium customer service.
• Collaboration: Strong ability to work collaboratively with cross-functional teams to achieve common goals.
• Communication: Excellent verbal and written communication skills, with the ability to convey complex information clearly and effectively.
• Problem-Solving: Demonstrated ability to identify issues, analyse data, and develop effective solutions.
• Experience: Minimum of 5 years in a relevant role.

How will we support you:

The business's core values are integral to their corporate culture and guide their actions and decisions. These values include:

• Openness – Embracing change and new opportunities, learning from mistakes and acting with integrity.
• Responsibility – Making consistent decisions and committing to them personally, fostering trust and effective teamwork.
• Appreciation – Reflecting on actions, respecting each other, offering clear feedback and celebrating success.
• Transparency – Acknowledging concerns and identifying inconsistencies constructively.
• Trust – Relying on each other to act swiftly and achieve goals.
• Diversity – Valuing diverse backgrounds and experiences to enhance innovation and competitiveness.

Compensation

We offer a competitive hourly wage plus an annual performance-related bonus. You will receive a generous annual leave of up to 35 days, which is inclusive of bank holidays. There’s free on-site parking available, and you’ll have access to a subsidised restaurant. We offer hybrid working where employees split their time between working remotely (often from home) and working in the office.

Diversity, Equity and Inclusion

The equality, diversity, and inclusion policy is centred around creating a diverse and inclusive work environment that values and respects differences. The company promotes diversity through various initiatives and has integrated diversity, equity, and inclusion into its HR strategy. Key aspects of the policy include:

• Promoting equal opportunities in recruitment and personnel development.
• Ensuring protection against discrimination and fostering respect in everyday business.
• Encouraging a diverse workforce to enhance competitiveness, effectiveness and innovation.
• Supporting five dimensions of diversity: gender, age and experience, physical and mental abilities, sexual orientation, identity and cultural background.