At a Glance
- Tasks: Lead customer insights and enhance the overall customer experience across multiple channels.
- Company: Join XPENG, a pioneering tech company in intelligent mobility solutions.
- Benefits: Competitive salary, diverse team, and opportunities for innovation.
- Other info: Dynamic work environment with a focus on continuous improvement and innovation.
- Why this job: Be part of a transformative journey in smart electric vehicles and sustainable mobility.
- Qualifications: Experience in customer voice management and strong collaboration skills required.
The predicted salary is between 50000 - 65000 £ per year.
Intelligently Moving Your World
XPENG is a leading technology company focused on designing, developing, manufacturing, and marketing intelligent mobility solutions, including electric vehicles (EVs), electric vertical take-off and landing (e VTOL) aircraft, and robotics.
We aim to create a thoughtful and empathetic future for mobility that enhances driving experience.
Headquartered in Guangzhou, China, XPENG has regional offices in Beijing, Shanghai, Shenzhen, Silicon Valley, and San Diego, and in 2021, we established our European headquarters in Amsterdam, along with offices in Copenhagen, Munich, Oslo, and Stockholm.
Our passionate and diverse team, with expertise in technology, finance, and the automotive industry, spans hubs in China, the US, and Europe.
Together, we are forging our international presence as pioneers in the future of mobility.
Why should you be part of our success story?
XPENG
Inc.'s American Depositary Shares (ADSs) have been listed on the New York Stock Exchange (NYSE) under the symbol 'XPEV' since August 27, 2020, and on the Stock Exchange of Hong Kong Limited (SEHK) under the symbol '9868.
HK' since July 7, 2021.
In 2023, XPENG further strengthened its growth trajectory with a $724 million strategic investment from Volkswagen, solidifying its position in the global market.
There has never been a more exciting time to join XPENG — a leader in smart electric vehicles and sustainable mobility solutions.
Position: Customer Experience Manager - UK
Key Responsibilities
- Customer Voice & Problem Resolution
- Mandate to lead the full Voice of the Customer (VOC) program, aggregating and analyzing customer insights across multiple channels (call centers, social media, surveys, retail, partners, and direct feedback).
- Proactively identify pain points and trends, prioritizing high-impact issues that require escalation and resolution.
- Ensure closed-loop resolution by coordinating cross-functional actions with HQ, regional teams, and key business lines (Sales, After-Sales, Product, Digital, PR, and Technical).
- Drive improvements in issue response time and accountability across departments.
- Ticket system monitor the local ticket system to collect, track, and manage customer feedback and complaints. Categorize tickets into key areas:
- Product Quality
- Service & After-Sales
- Delivery & Logistics
- Technical Support
- General Customer Experience
- Assign priorities based on urgency and impact.
- Enable cross-team collaboration with clear ownership.
- Cross-Functional Leadership & 360° Approach
- Act as the internal project manager, securing cross-functional collaboration by ensuring all departments contribute to a seamless customer journey.
- Work closely with Sales, After-Sales, Product, Retail, Technical, PR, and Digital teams to eliminate process silos and optimize customer interactions across touchpoints.
- Connect the dots between different customer-facing and backend teams to enhance the end-to-end customer experience.
- Prioritize and drive key customer initiatives, ensuring that improvements are implemented across all areas.
- Retail Network Development & Hiring Standards (optional)
- Lead the development and implementation of a customer-focused retail strategy, ensuring partners, dealers, and agents align with the brand’s customer experience standards.
- Oversee Assessment Centers for hiring, defining best practices for onboarding new customer-facing employees across retail and call centers.
- Work with HR and Training teams to define key CX competencies for hiring and performance management.
Experience Measurement & Reporting
- Own customer experience KPIs (e. g., NPS, CSI, customer retention), providing data‑driven insights to national and global leadership.
- Establish clear reporting mechanisms to track progress, identify challenges, and recommend strategic actions.
- Develop and maintain dashboards that provide real‑time visibility into customer satisfaction and pain points.
- Continuous Improvement & CX Innovation
- Drive process optimizations, system enhancements, and new initiatives to improve customer experience efficiency.
- Explore innovative tools/digital solutions to enhance engagement and satisfaction.
- Foster a culture of continuous improvement, ensuring CX remains a top priority.
Requirements and skills
• Experience
- Experience in VOC management, or cross‑functional coordination roles.
- Proven ability to collaborate with technical, operational, and business teams.
- Experience in automotive, tech, or consumer‑facing industries is a plus.
• Skills
- Proficiency in AI‑driven tools.
- Strong analytical skills to interpret VOC data and prioritize actions.
- Excellent communication and stakeholder management skills.
- Fluency in English and Danish.
- Mindset: Proactive and passionate about customer‑centric innovation.
- Our Commitment to Diversity and Inclusion
At XPENG, we’re an equal‑opportunity employer that values diversity and positively encourages applications from suitably qualified and eligible candidates regardless of race, religion, sex, national origin, gender, sexual orientation, age, marital status, disability status or other applicable legally protected characteristics.
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Customer Experience Manager - UK in London employer: Tesla
At JLR, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. As a Process Engineer in Whitley, you'll not only contribute to the future of electrified mobility but also benefit from a range of perks including competitive salaries, generous parental leave policies, and a commitment to employee development through our learning schemes. Join us to shape modern luxury while enjoying a supportive environment that values your growth and well-being.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager - UK in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Tesla. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Tesla before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Manager - UK in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Tesla:Your cover letter is your chance to shine! Tell us why you want to work at Tesla specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Tesla!
How to prepare for a job interview at Tesla
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
