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- Tasks: Lead customer experience initiatives and enhance the voice of the customer across multiple channels.
- Company: Join XPENG, a pioneering tech company in intelligent mobility solutions.
- Benefits: Competitive salary, diverse team, and opportunities for professional growth.
- Why this job: Be part of a transformative journey in electric vehicles and sustainable mobility.
- Qualifications: Experience in customer experience management and strong analytical skills required.
- Other info: Dynamic work environment with a commitment to diversity and inclusion.
The predicted salary is between 36000 - 60000 £ 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 (eVTOL) aircraft, and robotics. We aim to create a thoughtful and empathetic future for mobility that enhances driving experience.
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.
Position: Customer Experience Manager - UK
Key Responsibilities
- Customer Voice & Problem Resolution
- 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.
- 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.
Next steps: To comply with GDPR, we can’t process your personal data without your given consent. Therefore, please apply directly via LinkedIn portal so that our team can proceed further.
As part of our application process, certain positions at our company require a pre-employment screening to ensure the reliability and integrity of our employees. This screening is a standard procedure and may include components such as a Criminal Background Check from your current or previous country of residence over the past five years. Additionally, the process may involve an integrity questionnaire, verification of identification, diplomas, work experience, and consultation of the central insolvency register.
We appreciate your understanding and cooperation in this important matter, as it helps us maintain the high standards expected by our team.
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.
Customer Experience Manager - UK in City of London employer: XPENG
Contact Detail:
XPENG Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager - UK in City of London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with XPENG employees on LinkedIn. Building relationships can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by researching XPENG's values and recent projects. Show us you’re not just another candidate; demonstrate your passion for customer experience and how you can contribute to our mission.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills align with the Customer Experience Manager role. Highlight your experience in VOC management and cross-functional collaboration to make a lasting impression.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the XPENG team.
We think you need these skills to ace Customer Experience Manager - UK in City of London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Experience Manager role. Highlight your experience in VOC management and cross-functional coordination, as these are key for us at XPENG.
Showcase Your Passion: Let your enthusiasm for customer-centric innovation shine through! We want to see how passionate you are about enhancing the customer experience and driving improvements.
Be Data-Driven: Since we value analytical skills, include examples of how you've used data to drive decisions in previous roles. This will show us that you can handle our customer experience KPIs effectively.
Apply Through Our Website: Don’t forget to apply directly via our website! This ensures your application is processed smoothly and helps us keep everything in line with GDPR regulations.
How to prepare for a job interview at XPENG
✨Know Your Customer Experience Stuff
Make sure you brush up on the latest trends in customer experience, especially in the automotive and tech sectors. XPENG is all about intelligent mobility, so be ready to discuss how you can enhance the customer journey using innovative solutions.
✨Show Off Your Analytical Skills
Since the role involves managing VOC data and KPIs, come prepared with examples of how you've used data to drive improvements in customer experience. Highlight any tools or methodologies you've used to analyse customer feedback effectively.
✨Demonstrate Cross-Functional Collaboration
XPENG values teamwork across departments, so be ready to share experiences where you've successfully collaborated with different teams. Discuss how you’ve broken down silos to improve customer interactions and ensure a seamless experience.
✨Be Proactive and Passionate
Show your enthusiasm for customer-centric innovation! Share ideas on how you would approach continuous improvement in customer experience at XPENG. They want someone who’s not just reactive but also proactive in identifying and solving customer pain points.
