The Opportunity This is an exciting opportunity within the Vehicle Connected Services (VCS) Strategy team. As Customer Experience Design Manager, you''ll be responsible for designing, measuring and enhancing an exceptional end-to-end customer experience at every touchpoint of the VCS programme, ensuring satisfaction and loyalty throughout the customer lifecycle. Through acting as the voice of the customer for VCS, you''ll represent our client''s needs, preferences and feedback in decision-making processes. As well as conducting and overseeing research to continuously validate new ideas and improvements. Key Accountabilities and Responsibilities Customer Centricity Guardianship within and across all VCS CX Workstreams Ensure that a customer-centric strategy and principles are integrated into each VCS CX workstream, guiding teams towards prioritizing customer satisfaction and loyalty resulting in an increase to CLV and revenue Actively advocate for the customer by embedding customer needs, preferences, and feedback into decision- making processes Conduct regular reviews to ensure that project activities align with the overarching goal of delivering an exceptional customer experience Ensure consistent and positive customer interactions are delivered across all touchpoints Collecting and Acting on Customer Insights Implement and follow a systematic approach to gathering customer insights through continuous research, competitor and Voice of Customer analysis. Engage others in t