Customer Experience Executive



Purpose of the job: 

        

  • To be the voice of the customer within Kia UK through the successful provision, operation, and management of Customer Experience programmes and the Reputation platform.
  • To drive actionable insights from reviews and survey data enabling actions to maximise customer experience and increase loyalty and advocacy.
  • To support the Customer Experience Manager in their day to day operations. 



Main Responsibilities/Tasks:


  • Support the Customer Experience Manager in the delivery of programmes concerned with measuring the Kia Customer Experience:
  • Internal surveys: Sales, Service, Product, and Test Drive
  • The Reputation CX Dashboard
  • External Surveys, including ICS, and Auto Express Driver Power
  • Customer journey mapping (review all customer touchpoints and identify pain points)
  • Monthly KPI reporting
  • Support the Customer Experience Manager with the management of programmes and initiatives designed to improve the Kia Customer


Experience:


  • Development of monthly and ad hoc UK Survey Action Plans – Reporting to Kia Europe
  • Compilation of quarterly Customer Experience Management Review meetings
  • CXImprove – provide data to support the Customer Experience Improvement Managers to work with Dealerships to improve people and processes ultimately impacting customer experience.
  • Improve customer data collection (e.g. email addresses) through the survey programme and liaise with the Data Strategy Department to ensure alignment with current Siebel, MyKia and MySales strategy.
  • Manage Customer Experience communications, including the annual Customer Quality Guide.
  • Work closely with Dealerships and Field Teams to ensure engagement with Customer Experience programmes
  • Support the production of CX training materials via the Academy team.


Person Specification:


  • Educated to degree level or able to demonstrate sufficient experience and commercial intellect to manage all aspects of the role.
  • At least 2 years in a Customer Experience or similar data driven role would be an advantage.


Skills:


  • Customer focused individual, with a strong understanding of what it takes to create outstanding customer experiences.
  • Strong user of Word, Powerpoint and Excel (able to demonstrate effective use of analysis & regression tools)
  • Effective communication & presentation skills
  • Excellent organisation skills and project management skills

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