Customer Experience Strategy Analyst
Job Description
Company description:
A leading premium automotive business that are leading the transition towards electric, autonomous vehicles.
Job description:
WHAT TO EXPECT
As a Customer Experience Strategy Analyst, you should expect to be responsible for supporting the Vehicle Connected Services team, who are accountable for the development of customer-driven strategies and business propositions for all the key JLR Connected Customer attributes.
This position is a fantastic opportunity for an individual looking to kick-start their career in CX Design. You will be working with cross-functional teams including Commercial, Engineering and IT you will ensure future Connected Services experiences are aligned to our brands strategy and our technology and data roadmaps.
You will also gain an understanding of how to design and develop connected customer experiences, learn how to take new connected propositions to market and develop your analytical mindset and skill.
WHAT YOU’LL NEED
To be successful in this role, you will need to possess the ability to conduct desktop research, competitor analysis and technology research into service & feature customer experience requirements – feeding this back into the business for analysis and process flow mapping.
As well this, you will need to be able to conduct evaluations and identify new potential connected product & services opportunities – providing recommendations with opportunities to pitch up to Director level.
The most suitable candidates will also have, but will not be limited to, experience with the following:
- Conducting prioritisation activities by developing robust criteria assessments and mechanisms, feeding into Commercial, IT and Engineering.
- Documentation of robust requirements / use cases that deliver a seamless customer journey.
- Support budget and financial tasks such as Purchase Orders
- Deliver team status & programme reporting.
Knowledge, Skills and Experience
Essential:
- Knowledge of CX design and strategy
- Demonstrable experience with customer insight analysis and competitive benchmarking
- Experience of creating User Stories
- Experience of Process flow mapping
- Discovery skills such as: Questioning, observing, networking, experimenting & associative thinking.
