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REQ ID: 76631
JOB TITLE: Digital Experience Design Analyst
SALARY: £41,300-£50,000 depending on experience
POSTING END DATE: 27/01/2022
LOCATION: Whitley
 
Beyond Property, Purchasing, HR and IT, more than being part of our Finance or Marketing teams, beyond even Sales and Service, every role in every business area offers unique opportunities to make an impact on the future of mobility and the automotive industry.

 

WHAT TO EXPECT


This role is responsible for delivering and managing the end-to-end customer experience at every touchpoint for the FOTA programme. The Digital Experience Design Analyst will ensure Privacy by Design rules are applied and delivered. Working with the x-functional FOTA team including Engineering and IT teams to ensure customer experience requirements are fully developed and integrated into the solution as well as working with the Commercial teams including Marketing to deliver best in class customer facing communications, training material and asset creation.

 

As the programme moves into Design & Delivery phase, the Digital Experience Design Analyst will progress the already defined high level FOTA customer experience concept and develop into detailed design requirements. Coordinating across a number of Jaguar Landrover customer channels (for example ecommerce & in car) with their owners to ensure a seamless, frictionless FOTA launch experience.

 

Key Accountabilities and Responsibilities:

 

  • Support the creation and deployment of the end-to-end customer experience for the FOTA programme
  • Documentation of robust requirements / use cases that deliver a seamless customer journey
  • Ensure compliance to Privacy by Design throughout the online journey
  • Conduct ongoing competitor & Voice of Customer analysis for the customer experience ensuring Jaguar Landrover’s approach is class leading
  • Work in the detail with our Ecommerce partners and product feature manager to ensure the CX is fully optimised and delivered to enable maximum returns
  • Ensure customer-centric approach is applied in all deliverables, delivery and communications
  • Work collaboratively with business stakeholders from across the business including Commercial, IT and Engineering aligning assumptions
  • On time delivery of project deliverables and checkpoints
  • Track key performance indicators to underpin the above strategy

 

WHAT YOU’LL NEED

 

As the Digital Experience Design Analyst, you'll need the following:

  • A passion for design thinking
  • Experience in delivering digital connected products & experiences on a global scale
  • Proven track record in customer experience end to end design management & delivery
  • Excellent at documenting customer experience requirements, managing & tracking Change Requests
  • Coordination and facilitation of design reviews
  • CX Risk and Issue documentation and mitigation management
  • Strong knowledge of consumer insights and Voice of Customer
  • Customer experience mind-set
  • Proven track record for x-functional partner alignment influencing customer experience
  • Continuous improvement and process driven mind-set

 

This role may offer the opportunity for hybrid working where you can split your time between working from home and in the office. At Jaguar Land Rover, hybrid working is a voluntary, non-contractual arrangement providing employees with more choice and flexibility around how, when and where they work, if suitable for their role. Further details can be discussed with the Hiring Manager at interview stage.

 

#LI-POST

 

SO WHY US?

Bring all this to the home of premium innovation, and you’ll find the opportunities to further your career with a world-class team, a discounted car purchase and lease scheme for you and your family, membership of a competitive pension plan and performance related bonus scheme. All this and more makes Jaguar Land Rover the perfect place to continue your journey.

Please be aware that we may close this vacancy for applications before the stated deadline if we receive a high volume of interest. We strongly advise you to submit your application as early as possible.

Jaguar Land Rover is committed to equal opportunity for all.

#WEAREJLR

At Jaguar Land Rover, we are passionate about our people. They are at the heart of our business. We are committed to fostering a diverse, inclusive culture that is representative of our global customers and the society in which we live; a culture in which every one of our employees can bring their authentic self to work, and reach their full potential.

OUR RECRUITMENT PROCESS

Find out what to expect at each stage of the process along with some hints and tips.

INSIDE JLR

Find out more about working here in our JLR Life Blog:

WHAT WE OFFER

We look after our employees by offering a host of benefits and investing in their talent through award-winning training


Job Segment: Engineer, Engineering, Automotive

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