REQ ID: 122770
JOB TITLE: Project Lead (Customer Care Quality) - Fixed Term Contract (12 months)
SALARY: £42,500-£50,000 (DOE)
POSTING END DATE: 08/03/2024
LOCATION: Coventry

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

Do you have a technical knowledge of vehicle system/product design and/or vehicle manufacturing processes, and experience of analysing vehicle quality data?
 
As the Project Lead (Customer Care Quality), you’ll be responsible for leading developments/improvement items which are aligned to the department goals and objectives. 

Within Customer Care Quality (CCQ) we are responsible for the early detection of customer vehicle quality problems and for the creation of projects to drive their resolution.

We work with our Detection Operations Team on current process improvements and also with our Detection, Data Science and Analytics Team on transformational projects to reduce the “time to detect” and improve the problem.

This is a fantastic opportunity to be part of developing new ways of detecting customer issues and new processes to improve issue resolution. The team is diverse, energetic and the role offers wide ranging interactions across JLR.

Key Accountabilities & Responsibilities:

• Enhancing the existing methods of data analysis used for IQM Project Creation and Issue allocation
• Leading the development of data analysis methods for the detection of Emerging Customer Issues
• Leading the technical interactions with other stakeholder teams

WHAT YOU’LL NEED
 
As the Project Lead (Customer Care Quality), you’ll possess strong technical skills, and you will have the drive and ideas on how to use your domain knowledge to help the team deliver our goals. You’ll embrace cross-functional working and be able to lead and motivate these teams when required. You will also foster good team working relationships and be an effective communicator.

You’ll also ideally have:

• A degree or equivalent in a relevant discipline
• Knowledge of data and processes which represent one or more of the following domains; “Voice of the Build”, “Voice of the Vehicle”, “Voice of the Market” and ultimately “Voice of the Customer”
• Prior experience working in one or more of our stakeholder functions e.g. Engineering, Manufacturing, STA, Technical Service and Quality

Please note that this is a temporary assignment for 12 months. 

This role may offer the opportunity for hybrid working where you can split your time between working from home and in the office. At JLR, 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 JLR the perfect place to continue your journey.

This role may offer the opportunity for hybrid working where you can split your time between working from home and in the office. At JLR, 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. 

JLR is committed to equal opportunity for all.