CSC Experience Manager
Volkswagen Group UK is undertaking the most far-reaching transformation in its history.
Data is a critical enabler for key elements of that transformation, in particular, digitalisation and becoming a customer-centric organisation through initiatives including Customer & Vehicles for Life. The growing number of connected vehicles will drive even greater opportunities to understand our customers and develop the propositions they will value.
The opportunity to join the CX function as a CSC Experience Manager is hugely exciting and critically important to the CX team.
Reporting into the CSC Development Manager, you will be Responsible for working with key stakeholder to improve customer satisfaction, and enhance agent knowledge and make sure that are accessing the most up to date training. You will play an integral part in deciding how you can better enhance learning for the business and for our colleagues. Within our function we want to make sure we are continuously sharing insight with the brands whilst making decisions on how we can improve information being shared and what information is being released. You will be looking at insights on our customer satisfaction measure and what actions we need to take from these insights, you will also work with the CSC provider on actions they are taking to deliver improvements.
Relationship building and stakeholder management will come naturally to you. Being able to talk to the relevant parties, enabling you to work in partnerships to create actionable insights on how to deliver change. You will track, measure and report on your findings. You'll be a lover of data and have the ability to interpret this data to present back to the business. Previous experience of working with customer data, data tracking, and seeing how we can improve customer satisfaction is key. You will have the confidence to bring forward ideas on how we can continuously improve. You will need to be exceptionally organised in terms of breaking down your tasks and planning and prioritising your work.
Sound like an exciting opportunity? We'd love to hear from you…
- Contract Type:Full-time - Secondment
- Location:Volkswagen Group UK - Milton Keynes
- Function:Customer Experience
- Contract Duration:March 2022
- Working Hours:36.25
- Closing Date:15 June 2021
- Job Reference:1975