Customer Experience Lead - Hybrid (Remote 2 Days/Wk)

Honda Motor Europe Ltd; Bracknell; On-site; GBP 55,000 - 75,000; Full time

Job summary

Honda Motor Europe Ltd in the United Kingdom seeks a Customer Experience Lead to drive Europe-wide CX strategy, turning feedback into insight and practical improvements across branches, distributors and dealer networks.

You will influence stakeholders at multiple levels, provide governance of CX suppliers and budgets, and report findings to senior management while evolving Honda’s pan-European customer journey.

Qualifications

• Customer-first mindset with practical CX delivery experience.
• Strong data analysis using surveys and KPIs to drive improvements.
• Proven ability to manage projects with tight deadlines and multiple priorities.
• Excellent communication, presentation and stakeholder management skills.
• Ability to influence across departments, branches and networks.
• Strong commercial awareness balancing customer, network and business priorities.
• Experience managing suppliers and governance of service levels.
• Budget management experience with disciplined spend control.

Responsibilities

• Lead Honda's customer experience strategy across Europe with CX surveys and insights.
• Translate feedback into actionable improvement plans for branches and dealers.
• Provide regular CSI reporting and clear recommendations to senior management.
• Set targets with branches and monitor risks, gaps and corrective actions.
• Collaborate with Honda Europe teams to align customer programmes and outcomes.
• Manage CSI suppliers against SLAs and governance routines.
• Oversee the CX budget and ensure spending aligns with priorities.

Skills

Customer focus

Analytical

Project management

Stakeholder management

Collaboration

Commercial awareness

Supplier governance

Budget management

Education

Degree or equivalent experience

Tools

CX survey systems

Job description

Honda Motor Europe Ltd in the United Kingdom seeks a Customer Experience Lead to drive Europe-wide CX strategy, turning feedback into insight and practical improvements across branches, distributors and dealer networks.

You will influence stakeholders at multiple levels, provide governance of CX suppliers and budgets, and report findings to senior management while evolving Honda’s pan-European customer journey.