Customer Experience Consultant

　　Apply now »

　　Date:9 Feb 2024

　　Location: MAN, GB

　　Company: MSX INTERNATIONAL

　　Customer Experience Consultant

　　Full-timeORPart-time

　　Hybrid (Field + Home Office)

　　Location: south east, mid or north England

　　MSX International has the job for you!

　　MSX International is looking for a Guest Experience Consultant to join our important Ford’s plan and program aiming to achieve a Customer Focused business.

　　The Role

　　In this role, the main responsibility would be to support the Customer Experience (CX) at the dealer level by first understanding every aspect of the customer journey and then leveraging strategic insights, data, and analytics to drive continuous improvement efforts.

　　Role Scope

　　Be accountable for Ownership Experience performance metrics, ensuring KPIs are achieved or exceeded.

　　Unify multi-disciplinary teams’ stakeholders, and executives while executing high-quality strategies.

　　Facilitate workshops and lead meetings with Leadership and Frontline employees to ensure transparency between department

　　Strong partnership with the Ford Field team to prioritize CX improvement opportunities.

　　Support the dealers to improve the purchasing experience of the EVs and implement processes to ease EV ownership of the customers

　　Your profile

　　This is an excellent opportunity for an individual with great coaching and leadership skills. Our ideal Customer Experience Consultant will have:

　　Experience driving operational business influencing customer experience and CX performance improvements or

　　Coaching or consulting/training background in dealer CX programs, sales/service operations and ownership experiences (automotive experience is a plus)

　　Experience of managing people and teams;

　　Experience of operating and senior management level to drive successful change;

　　Supporting Dealer Network to deliver an improved guest experience from vehicle purchase to aftermarket requirements;

　　Collaborated with multiple stakeholders from different disciplines, from diverse backgrounds;

　　Organisational change agent and unifying leader, establishing goals and implementing innovative processes;

　　Proactive and have a can-do attitude , always curious to develop existing processes as "there is always a better way";

　　Highly analytical and data driven, knowledge of MS Office;

　　Comfortable with tough conversations, and confident expressing candor to any audience, has executive presence;

　　Facilitation skills to run strategic workshops and lead meetings with Leadership and Frontline employees, comfortable with working with groups and individuals;

　　Motivated, driven, ability to work both independently as well as part of a team.

　　What’s in it for you?

　　25 days annual leave entitlement plus bank holidays

　　Company contributory pension plan

　　Cashback healthcare scheme

　　Life Assurance

　　Car Salary Exchange Scheme

　　Exclusive discounts on everyday purchases

　　Exclusive discounts on car purchases

　　Working Pattern and Location

　　40OR20 hours per week

　　Permanent

　　Monday-Friday

　　Posible location: south east, mid or north England

　　Initial induction training will be a provided

　　Must be prepared to travel within the UK (70% travel, 30% home office, occassional travel to head office may be required)

　　About MSX:

　　With over 5,000 employees based in more than 80 countries across the globe, our teams provide industry leading expertise that spans:

　　Consumer Engagement

　　Parts, Accessories & Service Performance

　　Actionable Insights

　　Diagnostics & Repair Enhancement

　　Warranty and Repair Efficiency

　　Technical Information

　　Learning Solutions

　　Sales Performance

　　Building trust since 1931, our proven track record means that we now partner with almost every car manufacturer on the market.

　　The MSXI Purpose

　　To empower Movers and Makers to thrive in our ever-changing world

　　The MSXI Mission

　　To harness our expertise in mobility, the creativity of our global teams,

　　and the power of technology, to craft tailored and innovative solutions

　　The MSXI Vision

　　To enhance every journey in the world of mobility

　　MSX is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy or maternity. As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy.

　　Apply now »