Customer Experience Manager

Volkswagen Financial Services (UK); Milton Keynes; On-site; GBP 56,000 - 70,000; Full time

Job summary

Volkswagen Financial Services (UK) is seeking a Customer Experience (CX) Manager in Milton Keynes. This role focuses on enhancing customer journeys, collaborating across teams, and implementing innovative solutions to improve customer satisfaction within the automotive and financial industries.

Benefits

Company car

Company bonus potential

Pension

Private medical

Discounted loan car scheme

Life insurance

27 days holiday

Qualifications

• Significant experience in digital and commercial environments.
• Demonstrated knowledge of the automotive and financial sectors.
• Ability to influence key stakeholders effectively.

Responsibilities

• Drive the CX roadmap ensuring timely delivery.
• Identify and implement new CX initiatives.
• Utilize data to drive customer decisions.

Skills

Stakeholder Collaboration

Analytical Skills

Customer Focus

Job description

Customer Experience (CX) Manager

Location: Milton Keynes

Salary: From £56,816, Depending On Skills And Experience

Benefits: Company car + company bonus potential, pension, private medical, discounted loan car scheme, life insurance, 27 days holiday plus much more!

Closing date: 4th July 2025

About the Role:

Are you passionate about creating and delivering exceptional customer experiences? Do you thrive in a fast-paced environment where innovation and collaboration are key? We want to hear from you!

At VWFS, digital marketing is evolving, and we are seeking a customer-centric CX Manager to join the team. Reporting to the General Manager – Customer Experience, you'll support the identification, development, and delivery of new CX initiatives, digital journeys, and enhancements to meet customer needs and business requirements.

Who We're Looking For:

You will have proven experience in defining the ‘what’ during the product and proposition process and enjoy working collaboratively across multiple teams, sharing your expert knowledge and insights. This role offers an opportunity to make an impact, develop your skills, and be part of a dynamic team.

Your Impactful Contributions:

1. CX Roadmap Ownership: Drive the CX roadmap from inception to completion on smaller-scale CX topics, ensuring smooth delivery on time and within budget.
2. Innovation and Improvement: Identify and implement new CX initiatives and opportunities for innovation using test & learn and A/B scenario testing.
3. Data-Driven Decisions: Utilise data to drive decisions, define data management solutions, and manage customer communications and touchpoints.
4. Voice of the Customer: Act as the customer advocate, resolving blockers, understanding requirements, and supporting backlog prioritisation.
5. Stakeholder Collaboration: Work closely with stakeholders across the business and Volkswagen Group to ensure alignment with strategic objectives and smooth implementation of CX initiatives.
6. Research and Feedback: Identify customer feedback and research opportunities, challenge old ways of thinking, and encourage innovative approaches to optimise customer experience.
7. Analytics and Reporting: Monitor analytics, establish customer feedback loops, and provide regular updates on CX change projects to key stakeholders.
8. Supplier Management: Engage and manage suppliers, ensuring budgets are controlled and deliverables are met within approved limits.

Qualifications and Experience:

• Demonstrated working knowledge of the automotive and financial sectors.
• Significant experience within a digital and commercial environment.
• Good understanding of commercial design, market sizing, and cost implications.
• Proven ability to make business-critical decisions and present effectively at all levels.
• Strong interpersonal and relationship skills with the ability to influence key stakeholders.
• Excellent team player with a strategic and commercial mindset.
• Customer-focused with a continuous drive to deliver exceptional customer value.
• Highly motivated self-starter with strong analytical and communication skills.

Life at VWFS:

We are passionate about putting people at the heart of everything we do. We are informal, collaborative, and diverse. We operate a culture of flexibility to empower our colleagues to work in a way that suits them. We want everyone to reach their full potential and offer resources to support your career development.

About Volkswagen Financial Services

Our mission is straightforward: we want to be 'The Key to Mobility'. This means making getting from A to B as easy and simple as possible for as many people as possible. Beyond traditional vehicle financing, we provide a range of finance and aftersales products on Volkswagen Group vehicles and develop innovative mobility solutions to address real-world problems and support our customers.

Volkswagen Financial Services is committed to being an inclusive employer. We welcome applications from everyone. If you need support during the recruitment process to be your 100% self, please let us know, and we will do our best to support you.