Customer Experience Manager

Volkswagen Financial Services; Milton Keynes; On-site; GBP 56,000 - 66,000; Full time

Job summary

Volkswagen Financial Services is seeking a Customer Experience (CX) Manager in Milton Keynes. This role involves driving customer experience enhancements, overseeing CX initiatives, utilizing data for decision-making, and collaborating with stakeholders. Ideal candidates will have a strong background in customer-focused roles within the automotive or financial sectors and a passion for creating exceptional experiences.

Benefits

Company car

Company bonus potential

Pension

Private medical

Discounted loan car scheme

Life insurance

27 days holiday

Qualifications

• Experience in the automotive and financial sectors.
• Experience in digital and commercial environments.
• Strong communication skills and ability to influence stakeholders.

Responsibilities

• Drive the CX roadmap from inception to completion.
• Identify and implement new CX initiatives.
• Utilise data to manage customer communications and touchpoints.

Skills

Analytical skills

Interpersonal skills

Customer-focused

Team player

Strategic mindset

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-past 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 Customer Experience (CX) initiatives, digital journeys, and enhancements to meet customer needs and business requirements.

Who We're Looking For:

You will have proven experience of defining the ‘what’ during the product and proposition process and enjoy working collaboratively across multiple teams sharing your expert knowledge and insights.

This isn't just a job; it is a chance to make an impact, develop your skills and enjoy being part of a fast-paced team.

Your Impactful Contributions:

• CX Roadmap Ownership: Drive the CX roadmap from inception to completion on smaller scale CX topics, ensuring smooth delivery on time and within budget.
• Innovation and Improvement: Identify and implement new CX initiatives and opportunities for innovation using test & learn and A/B scenario testing.
• Data-Driven Decisions: Utilise data to drive decisions, define data management solutions, and manage customer communications and touchpoints.
• Voice of the Customer: Act as the customer advocate, resolving blockers, understanding requirements, and supporting the prioritisation of the backlog.
• Stakeholder Collaboration: Work closely with stakeholders across the business and Volkswagen Group to ensure alignment with strategic objectives and smooth implementation of CX initiatives.
• Research and Feedback: Identify customer feedback and research opportunities, challenge old ways of thinking, and encourage innovative approaches to optimise customer experience.
• Analytics and Reporting: Monitor analytics, establish customer feedback loops, and provide regular updates on CX change projects to key stakeholders.
• 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 works for them. We want everyone to reach their full potential and have a suite of resources to help you develop your career.

About Volkswagen Financial Services

Our mission is straight forward, we want to be 'The Key to Mobility'. What does that mean? To make getting from A-to-B as easy and simple for as many people as possible. To truly meet the mobility needs of people in a changing world, our offering goes beyond traditional vehicle financing. We do this by providing a range of finance and aftersales products on Volkswagen Group vehicles, as well as developing innovative mobility products designed to solve real problems and support our customers.

Volkswagen Financial Services is committed to being an inclusive employer and we welcome applications from everyone. Diversity and Inclusion is not just a statement for us, and we are nurturing an environment where everyone can be their 100% self. If there is anything we can do to support you being your 100% self during our recruitment process, please let us know and we will support you as best we can.