Customer Experience Manager - UK

JobsCloseBy Editorial Insights

XPENG is looking for a Customer Experience Manager for the UK to own the Voice of the Customer program across channels, proactively identify pain points, and drive closed loop resolutions by coordinating Sales, After-Sales, Product, Digital, PR and Technical teams. You’ll manage a local ticket system, categorize issues, and push for faster response times while delivering KPI insights (NPS, CSI, retention) through real time dashboards. The role demands VOC experience, cross functional leadership, strong analytics, AI tool fluency, and English and Danish. To apply, tailor your CV to show VOC impact and end to end CX improvements, quantify outcomes, and attach a concise cover note outlining your proactive CX approach.

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Customer Experience Manager - UKLondonFull-timeIntelligent manufacturing / Industrial Internet / Industrial automation - MarketingResponsibilitiesKey Responsibilities Customer Voice & Problem Resolution - Mandate to lead the full Voice of the Customer (VOC) program, aggregating and analyzing customer insights across multiple channels (call centers, social media, surveys, retail, partners, and direct feedback). - Proactively identify pain points and trends, prioritizing high-impact issues that require escalation and resolution. - Ensure closed-loop resolution by coordinating cross-functional actions with HQ, regional teams, and key business lines (Sales, After-Sales, Product, Digital, PR, and Technical). - Drive improvements in issue response time and accountability across departments. - Ticket system monitor the local ticket system to collect, track, and manage customer feedback and complaints. Categorize tickets into key areas: - Product Quality - Service & After-Sales - Delivery & Logistics - Technical Support - General Customer Experience - Assign priorities based on urgency and impact. - Enable cross-team collaboration with clear ownership. Cross-Functional Leadership & 360° Approach - Act as the internal project manager, securing cross-functional collaboration by ensuring all departments contribute to a seamless customer journey. - Work closely with Sales, After-Sales, Product, Retail, Technical, PR, and Digital teams to eliminate process silos and optimize customer interactions across touchpoints. - Connect the dots between different customer-facing and backend teams to enhance the end-to-end customer experience. - Prioritize and drive key customer initiatives, ensuring that improvements are implemented across all areas. Retail Network Development & Hiring Standards (optional) - Lead the development and implementation of a customer-focused retail strategy, ensuring partners, dealers, and agents align with the brand’s customer experience standards. - Oversee Assessment Centers for hiring, defining best practices for onboarding new customer-facing employees across retail and call centers. - Work with HR and Training teams to define key CX competencies for hiring and performance management. Experience Measurement & Reporting - Own customer experience KPIs (e.g., NPS, CSI, customer retention), providing data-driven insights to national and global leadership. - Establish clear reporting mechanisms to track progress, identify challenges, and recommend strategic actions - Develop and maintain dashboards that provide real-time visibility into customer satisfaction and pain points. Continuous Improvement & CX Innovation - Drive process optimizations, system enhancements, and new initiatives to improve customer experience efficiency. - Explore innovative tools/digital solutions to enhance engagement and satisfaction. - Foster a culture of continuous improvement, ensuring CX remains a top priority. QualificationsRequirements and skills - Experience: - Experience in VOC management, or cross-functional coordination roles. - Proven ability to collaborate with technical, operational, and business teams. - Experience in automotive, tech, or consumer-facing industries is a plus. - Skills: - Proficiency in AI-driven tools. - Strong analytical skills to interpret VOC data and prioritize actions. - Excellent communication and stakeholder management skills. - Fluency in English and Danish. - Mindset: Proactive and passionate about customer-centric innovation. Apply