Customer Experience Consultant

Date: 9 Feb 2024

Location: MAN, GB

Company: MSX INTERNATIONAL

Customer Experience Consultant

Full-time OR Part-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

  • 40 OR 20 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.