Customer Experience Manager - UK in London

About XPENG

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. 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.

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. Monitor the local ticket system to collect, track, and manage customer feedback and complaints. Categorize tickets into key areas: Product Quality, 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. 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.