Customer Experience and Market Research Lead (Secondment/Fixed Term Contract to 31/12/26) in Milton Keynes

Closing Date: 3 February 2026. Please note this is a fixed term contract and its end date is 31 December 2026.

About Us

At Mercedes-Benz Financial Services, our employees are at the heart of our business. Our colleagues provide a range of financial solutions designed around the changing needs of our diverse customers. We support you for being you and celebrate individuality. Through the doors of MBFS, you will find a passionate team working to support our customers and our colleagues, with equal opportunity to learn and develop. Inclusion is the driving force behind our ethos. MBFS is committed to being a Menopause Friendly Employer, offering wellbeing support options and resources.

How you'll play your part

• In this role, you will be responsible for managing Market Research and all customer insight activities by using actionable insights to improve customer pain points, alignment of project outcomes to launch improvements in the customer and retailer journeys, and to improve the customer experience while aligning the organisation with Consumer Duty.

Main Accountabilities

• Governance And Certified Person Support: To fulfil the SMF3 Sales & Marketing Directors discharged responsibilities, maintain Origin Spreadsheets (cascade of Directives) in order to evidence good customer outcomes when seen through the lens of the four Consumer Duty principles, and ensure completion of mandatory training and regulatory knowledge to fulfil the FCA regulatory regime.
• Customer And Retailer Research: Accountable for the delivery of MBFS Customer and Network (Passenger Car and Van) research and insight programmes aligned to agreed strategy and support with evidencing consumer outcomes in line with FCA Regulations. Responsible for the development, integration, and management of multiple research platforms. Work with MBM in Germany on the migration and development of survey touchpoints, data alignment, survey questions and reporting with the business requirements. Manage pain points highlighted through feedback, ensuring they are analysed and actionable insights are prioritised to support customer-first outcomes and regulatory requirements. Pro-actively use research and expert insight to support product and process development, ensuring tangible results and evidence for Consumer Duty. Work closely with MBM in Germany and other external agencies to ensure MBFS stays at the cutting edge of research technologies and implement where appropriate.
• Project Management: Drive actionable feedback, deliver actions and projects to improve the Customer/Retailer/Dealer experience, and manage feedback actions and outcomes to evidence changes. Plan and prioritise tasks, identify resources required, to deliver the change. Influence each area to deliver tasks required for successful outcomes. Understand the impact of the change on each area, raise awareness and communicate the change across the business ensuring needs are met. Present to stakeholders such as the Executive Committee and Senior Leadership Forums to escalate ongoing pain points and drive change. Escalate risks to the relevant Head of Business. Manage the communications research testing programme and ensure the right questions are asked to gain tangible output.
• Customer Experience: Support the Head of CX, Marketing and T&D with CX strategy and align and prioritise insights that meet business requirements. Measure customer perceptions of the products and services to drive engagement. Influence changes to provide a positive customer experience and meet customer needs. Collect, analyse and interpret customer interactions to identify requirements to optimise customer experience. Manage the MBFS Trustpilot strategy to ensure processes deliver good customer outcomes. Escalate low review ratings for investigation and Consumer Duty compliance. Plan promotional roadmaps with the Digital Marketing and Content Lead and share insights with stakeholders.
• Stakeholder Management: Develop effective relationships across the business to gain commitment, support and resources for projects and Customer 1st outcomes. Manage four external research and feedback agencies to ensure high-quality work and tangible results. Manage reporting MI to keep dashboards up to date and relevant.
• Budget And Line Management: Line manage 1 x FTE (Grade 7) and 1 x Industrial Placement. Ensure team members have personal development plans and champion the delivery of good customer outcomes. Manage CX & Insight OPEX budget of £150,000, demonstrate ROI and value for money for all supplier spend, and review budgets regularly with the team.

About You

• Educated to Degree level and/or equivalent.
• Ideally hold qualifications (e.g. CIM) in marketing communications, product development or market research.
• Understanding of the UK financial regulatory environment and legislation impacting financial services, with ability to assimilate changes in the automotive sector.
• Strong passion for customer experience and ability to champion ideas from concept to delivery and influence stakeholders.
• Broad understanding of key elements in customer research and their role in supporting marketing strategy.
• Strong Project Management, prioritisation and multi-tasking skills.
• Good team player with strong organisational ability.
• Experience in managing people and suppliers preferred.
• Strong commercial awareness for planning and decision making.
• Excellent oral and written communication skills and ability to work with diverse groups.

What’s in it for you?

We offer a competitive salary and discretionary bonus structure, access to colleague car schemes, pension, and a flexible benefits pot. We provide wellbeing resources, including an Employee Assistance Programme, Mental Health First Aiders and Inclusion Advocates, and flexible working options. We support your development with training and knowledge to reach your potential.

What next?

Please apply online via Taleo. Include a copy of your CV. The process includes questions about your discussion with your Line Manager. We are compliant with UK legislation; progression is limited to candidates with the right to work in the United Kingdom. We offer reasonable adjustments and flexible working options.

Managing your data

We care about your personal data. The General Data Protection Regulation provides you with control and by submitting an application you agree to process your data for recruitment. Data categories processed and recipients within our company are described. Taleo is used for application tracking. You will receive communications by email or phone. You can monitor status in Taleo and may receive job alerts. Data retention is limited to the necessary period. For more information, contact us. If you have questions about data protection, contact the Chief Officer of Corporate Data Protection for Mercedes-Benz Group AG.