Vehicle Connected Services Specialist*

Job description:

WHAT TO EXPECT

Jaguar is an iconic brand with an illustrious heritage that is now undergoing a dramatic transformation. As part of the Re-Imagine strategy for the JLR business, Jaguar will be repositioned as a modern luxury brand and will seek to offer a new end to end customer journey, underpinned by an all-electric car portfolio. As part of this brand led turnaround, we are seeking an exceptional individual with a proven track record in connected services, to help define and deliver a first-class connected client experience within aftersales.

This role will sit within our Commercial team, as part of a small team looking at shaping the future go to market strategy for our new car, launching in 2025. You will work alongside a Senior Manager to define what the client service offering should be, and to promote and leverage connected vehicle technologies to maximise the opportunities available and the effectiveness of this offer. You will then take responsibility for implementing this offer / experience in partnership with the Engineering and Technical Services elements of the core business. In doing so this broad role will have a significant influence over the success of the overall brand transformation.

Key Accountabilities and Responsibilities

Champion the client throughout the Jaguar business, balancing client needs with business improvements and presenting a compelling case for internal changes and improvements
Define and promote the connected aftersales offering (for example, SOTA, DOTA) that will be delivered with the new Jaguar vehicles, and act as the Jaguar product guardian for this offering as it is delivered within the core business.
Develop and enhance policies, procedures and standards that reflect consumer's requirements and offer a service experience that exceeds expectations on a luxury brand vehicle by effectively leveraging connected technologies
Manage technical issues, providing expertise in resolving current model quality issues and working upstream with Engineering
Partner with the core business in multiple areas to ensure strong focus on Jaguar specific elements of the connected services offering


WHAT YOU'LL NEED
Knowledge, Skills and Experience

Essential:
Experience in the management of projects from conception to launch, and then programme management and continual improvement once bedded in
Experience working with the design and/or delivery of connected services offerings, ideally within an automotive environment
Proven track record as a Client Services leader
Ability to manage multiple stakeholders
Capable of seeing the 'bigger picture' and thinking strategically
Effective interpersonal and relationship building capability / influencing and stakeholder communication skills, both written and verbal
Strong commercial acumen with the capability to construct and deliver business cases
Strong analytical skills and ability to use data drive analysis and results
Attention to detail and a high degree of accuracy
Confident Microsoft Office software user, with Excel and PowerPoint skills being particularly advantageous
English language fluency (written & verbal) at a technical level
Understanding of Agile project management methodologies, approaches, tools and techniques


Desirable:
Educated to Degree level or above in a relevant discipline
Automotive aftersales experience and knowledge of the latest aftersales market trends, technology, and applications
Experience working in a services environment, catering to HNW or UHNW clients
Experience in the delivery of automotive remote diagnostic and/or repair services
Experience in / understanding of the provision of online maintenance / repair history
Experience of process mapping / process improvement
Acute business acumen and understanding of organisational issues and challenges
Experience working within an Agile delivery environment
Experience working with / within different regions around the world