At a Glance
- Tasks: Lead customer experience initiatives and resolve issues to enhance satisfaction.
- Company: Join XPENG, a pioneering tech company in intelligent mobility solutions.
- Benefits: Competitive salary, diverse team, and opportunities for growth in a dynamic environment.
- Other info: Embrace a culture of innovation and continuous improvement in customer experience.
- Why this job: Be part of a revolutionary company shaping the future of electric vehicles and mobility.
- Qualifications: Experience in customer voice management and strong analytical skills required.
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.
Why should you be part of our success story?
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
- 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, prioritising 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.
- Categorise 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 optimise customer interactions across touchpoints.
- Connect the dots between different customer-facing and backend teams to enhance the end-to-end customer experience.
- Prioritise 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 centres.
- 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 optimisations, 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 prioritise 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 Slough employer: XPENG
XPENG is an exceptional employer that fosters a dynamic and inclusive work culture, where innovation and collaboration are at the forefront of our mission to revolutionise mobility. As a Customer Experience Manager in the UK, you will have the opportunity to lead impactful initiatives that enhance customer satisfaction while working alongside a passionate team dedicated to continuous improvement and professional growth. With our European headquarters in Amsterdam, employees benefit from a vibrant city atmosphere, diverse cultural experiences, and access to cutting-edge technology in the electric vehicle sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager - UK in Slough
✨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 intelligent mobility solutions and how you can contribute to our mission.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the Customer Experience Manager role. Highlight your VOC management skills and how you’ve driven improvements in customer satisfaction before.
✨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 Slough
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 this role involves analysing customer insights, include examples of how you've used data to drive decisions in your previous roles. We love a good analytical mind!
Apply Through Our Website:Don’t forget to apply directly via our website! This ensures your application is processed smoothly and helps us get to know you better right from the start.
How to prepare for a job interview at XPENG
✨Know Your Customer Experience Metrics
Familiarise yourself with key customer experience metrics like NPS and CSI. Be ready to discuss how you've used these metrics in previous roles to drive improvements and enhance customer satisfaction.
✨Showcase Your Cross-Functional Collaboration Skills
Prepare examples of how you've successfully worked with different teams to resolve customer issues. Highlight your ability to connect the dots between departments and ensure a seamless customer journey.
✨Demonstrate Your Problem-Solving Mindset
Think of specific instances where you identified pain points and implemented solutions. XPENG values proactive problem solvers, so be ready to share your approach to tackling challenges in customer experience.
✨Stay Updated on Industry Trends
Research the latest trends in the automotive and tech industries, especially regarding customer experience innovations. Showing that you're informed about the market will demonstrate your passion for the role and the company.
