Head Of Customer Experience

Role Overview

The Head of Customer Experience leads the end-to-end customer experience at Lookers, from first digital touchpoint to post-purchase hand-off, taking a lead role in transforming, modernising and improving how customers experience Lookers.

What You Will Do

The role champions the customer and drives insight-led customer journeys, optimising onsite experience design, product roadmap sessions, and enquiry journeys, while also working closely with OEM partners to support new car journeys.

Why It Might Be a Fit

This is your opportunity to play a defining role in a major digital and customer experience transformation at one of the UK’s leading automotive retailers.

Requirements

• Proven track record in customer experience, digital product or conversion optimisation in a consumer-facing business
• Thinks in funnels and conversion rates. Commercially driven, not just satisfaction-score driven
• Sufficient digital fluency to challenge website product decisions and hold technical teams to account
• Sufficient retail credibility to influence showroom behaviour and earn respect of sales teams
• Strong data literacy, able to build measurement frameworks, interpret analytics and translate data into decisions
• Experience designing and implementing customer journey standards across multiple sites or locations
• Strong stakeholder management, able to navigate OEM constraints while driving Lookers’ own standards
• Omnichannel experience is key given the complexity of the customer journey and propositions

Benefits

• Competitive salaries with structured pay scales and progression as you grow within the business
• Generous annual leave that increases with your length of service
• Enhanced family leave, including 6 months’ full pay for maternity and adoption leave, and 2 weeks’ full pay for paternity leave
• Access to Techscheme for discounted technology purchases with flexible payments
• Health & Wellbeing: Eyecare vouchers, Smart Health, Dental insurance, Optional critical illness cover
• Financial Wellbeing: MyView PayNow, Free will writing services, Flexible life assurance options and partner life assurance
• Leisure & Lifestyle: Discounted gym memberships, Travel insurance, Access to home and technology vouchers, bYond card and exclusive retail and lifestyle discounts

Tagged as: Looker