Remote Customer Experience Lead, Europe (12-Month)

Honda Motor Europe; Bracknell; Hybrid; GBP 52,000 - 76,000; Full time

Benefits offered by this job

Flexible start times

2 days home working per week

Job summary

Honda Motor Europe is seeking a Customer Experience Lead to drive the customer experience strategy across the European region. You will manage customer satisfaction measurement programmes, turn feedback into clear insights, and drive improvements through branches, distributors and dealer networks.

You will influence stakeholders, report to senior management, and maintain governance of customer experience suppliers, budget, and performance.

Qualifications

• Customer-focused with practical delivery through dealer operations.
• Experience using survey results and KPI data to drive improvements.
• Proven project management with multiple priorities and tight deadlines.
• Excellent communication and stakeholder management.

Responsibilities

• Manage the Honda Customer Satisfaction survey system and related surveys.
• Translate data into insights and improvement plans.
• Lead regional customer experience improvements through branches and dealer networks.
• Provide CSI reporting to senior management with follow-up actions.
• Set and monitor customer satisfaction targets with Branches and networks.
• Collaborate with Honda Motor Europe teams on customer programmes.
• Manage CSI service suppliers and governance.
• Oversee budget and ensure spend aligns with priorities.
• Ensure continuity of activity during the fixed-term contract.

Skills

Customer insight

Analytical skills

Project management

Stakeholder management

Communication skills

Collaboration

Budget management

Supplier management

Travel flexibility

Decision making

Education

Bachelor’s degree or equivalent

Tools

Survey systems

Customer insight platforms

Continuous improvement methodologies

Job description

Honda Motor Europe is seeking a Customer Experience Lead to drive the customer experience strategy across the European region. You will manage customer satisfaction measurement programmes, turn feedback into clear insights, and drive improvements through branches, distributors and dealer networks.

You will influence stakeholders, report to senior management, and maintain governance of customer experience suppliers, budget, and performance.