About us : We are one of the top three automotive retailers in the UK, proudly representing 32 manufacturer brands, selling a huge range of new and used vehicles from over 150 dealerships across the UK and Ireland.
We believe our people are our greatest asset, and we're committed to recognising the valuable contribution each person makes. That's why we continue to invest in a leading rewards and benefits package designed to support your career, wellbeing, and life outside of work.
Head of Customer Experience
Hybrid - with travel as required
Salary - Competitive
Contract: Permanent, Full-Time
Are you ready to Drive the Future of Digital Customer Experience
Lookers Motor Group is on an exciting transformation journey and we're looking for a visionary Head of Customer Experience to take our online presence to the next level.
The Head of Customer Experience leads the end-to-end customer experience at Lookers, from first digital touchpoint to post-purchase hand-off, taking a lead role in transforming, modernising and improving how customers experience Lookers. This role is accountable for converting customer intent into commercial opportunity, with particular focus on building a progressive customer-first experience and closing the gap between online and showroom experience.
The role champions the customer and drives insight-led customer journeys. The person in it must be as comfortable optimising onsite experience design as they are in a product roadmap session.
Website Product & Online Conversion
Co-own the Lookers digital product roadmap with engineering, transforming the digital CX strategy to align with best-in-class journeys and expectations
Optimise and obsess about used car search, merchandising, service booking, part-exchange and enquiry journeys, while also working closely with OEM partners to support new car journeys, seamlessly guiding customers through the funnel across our propositions.
Drive continuous conversion rate optimisation across all online customer journeys
Ensure mobile-first, fast, intuitive experiences that match customer expectations from best-in-class retail
Manage the online enquiry capture layer, form design, lead quality, channel routing
Own online chat, and digital contact handling CX standards in collaboration with commercial operations and site teams.
Lead the integration of AI solutions across the digital experience to turn all available intent into opportunities.
Interface with technical SEO to ensure site architecture, page speed and structured data support organic acquisition goals
Enquiry Management & The Critical Seam
Partner with commercial and operational leadership to design the enquiry management process, working closely with site teams and data to drive optimal CX, conversion potential and industry leading standards.
Work closely with marketing channel owners, operations and site teams to grow sophistication and optimisation of lead scoring and quality management.
Lead the evolution of AI supported enquiry management, working closely with engineering and product partners to ensure both customer and Lookers benefit from every interaction.
Physical & Showroom CX
Define the Lookers CX standard that sits alongside OEM-specific requirements at each dealership
Partner with commercial operations and operational site teams to design, implement and optimise key sales processes including the F&I introduction process so it feels consultative rather than transactional. The sales and vehicle handover experience, ensuring customers leave happy, well informed and all relevant commercial opportunities have been signalled and understood.
Work with operations to improve the mystery shop programme across digital, telephone and physical ensuring findings are fed back to the business as a commercial and CX tool, as well as a compliance one.
Post-Purchase & Retention Journeys
Build the bridge between sales CX and aftersales CX so the customer feels continuity, not a handoff to a separate business when it comes time for a service visit
Partner with commercial operations to define, develop and optimise the service core process and engagement of it at site level, ensuring we deliver customer-centric and commercially optimised aftersales care, aligned with the activation and delivery of the service core process.
EV Experience
Build EV-specific customer journeys that address the distinct needs of electric vehicle buyers including education, range anxiety, charging infrastructure and software.
Set a CX to position Lookers as the retailer that genuinely understands EV customers.
Team and Leadership
You'll lead a small team across UX/CRO, technical SEO and website content and Brand, working closely with engineering on digital product and operations on site level improvements.
You'll lead the day-to-day relationship with the product agency during product development projects, ensuring strong execution and attention to detail.
Essential
Proven track record in customer experience, digital product or conversion optimisation in a consumer-facing business
Thinks in funnels and conversion rates. Commercially driven, not just satisfaction-score driven
Sufficient digital fluency to challenge website product decisions and hold technical teams to
Head Of Customer Experience in Chelmsford employer: Lookers plc
At Jaguar Land Rover, we pride ourselves on being an exceptional employer, offering a supportive work environment led by our Aftersales Manager, Jennifer Rusack. With a strong focus on career progression and comprehensive training opportunities, including manufacturer accredited schemes and specialised training in Hybrid & Electric vehicles, we empower our technicians to excel in their roles. Our inclusive culture fosters personal growth and well-being, complemented by competitive salaries, generous leave policies, and a range of health and lifestyle benefits that make working with us both meaningful and rewarding.
