About Cazoo:

Our mission is to transform the car buying experience across the UK and Europe by providing better selection, flexibility, transparency, convenience and peace of mind. Our aim is to make getting your next car no different to ordering any other product online today, where consumers can simply and seamlessly purchase, finance or subscribe to a car entirely online for delivery or collection in as little as 72 hours. 

Cazoo was founded in 2018 by serial entrepreneur Alex Chesterman OBE, has a highly experienced management team and is backed by some of the leading global technology investors.

Job Summary:

We're looking for an exceptional Head of Customer Experience Optimization (m/f/d) to join our fast-growing team at Cazoo, helping to transform the way people buy used cars and making buying a car no different to buying any other product online today.
 
Reporting into the EU Customer Experience Director, you will be responsible for delivering a 5* customer support throughout the customer journey in buying, financing or subscribing to a car across in Europe. You will be overseeing the development and refinement of the customer experience delivered across our customer facing teams, including our Customer Centre Specialists, Delivery Specialists and Service teams. 
You will be someone that enjoys working in a fast paced environment with a hands on attitude and at heart with a data-driven mindset, sharing fresh ideas for how to apply best practice to improve efficiency by reducing operating costs while increasing productivity.
 

What you’ll be doing:

  • Service Design: You continuously evaluate, expand and design the existing customer journey across off-line touchpoints. To do so, you consider the entire service process and ensure that customers find the right offer for their needs at the most efficient touchpoints possible. Here, you consider both analog and digital touchpoints throughout Europe. This spans all customer facing teams, including our central customer support teams, customer center specialists, delivery specialists, our service teams as well as the delivery specialists.  You will also partner closely with the Head of Customer Support to define the role which the central Customer Support Team plays in the experience. 
  • Project and process optimization: Take a data based approach to measuring customer experience and act quickly to recommend, implement and measure changes. This could span updating or introducing policies, processes, systems or tools. You regularly evaluate the performance data with the Head of Customer Support and Head of CX Training & Development to evaluate the effectiveness of leadership and training. You build and identify opportunities to improve processes and systems together with the Head of Customer Support.  
  • Rapid growth: You will be a strong advocate for the customer across the organization and act as the “voice of the customer”, driving customer-obsessed decisions based on deep customer insight. Due to the ever-growing demands of our rapidly expanding international team, your role is to constantly challenge the status quo, keep track of existing touchpoints based on key performance indicators, adapt or evolve according to the needs of our rapidly growing business. You will be defining and implementing the upsell strategy in collaboration with the Partnerships Director, ensuring we adhere to the relevant regulations and striking the right balance between achieving ambitious targets without being detrimental to the customer experience. 
  • Team: You will have a broad reaching remit but will be directly responsible for managing 3-5 direct reports and have oversight for a broader team of roughly 6 people. You will oversee Customer Insight, Customer Experience Service Design and Customer Experience Optimization. You’ll need to roll up your sleeves in the early days and take direct responsibility for designing customer journeys and writing scripts for customer facing teams. At the same time, you will have to hire your respective team.    
  • Quality Control: You will work with multi-functional teams across the business, building close relationships with international team leaders to ensure that the desired customer experience is delivered on a day-to-day basis. It is important to continuously review and measure the efficiency of the measures to carry out necessary improvements. In doing so, you identify and overcome "implementation blockers". Within the Customer function, you will partner closely with CRM, Content and Digital Marketing teams to understand and optimise the end-to-end customer journey. In addition to the Logistics and Operations teams, you will also work closely with the Product Team, flagging opportunities for further exploration. 

Required skills and experience:

  • Extensive experience in Customer Experience - ideally with experience in a customer center or other face-to-face environment (including retail) 
  • Great passion for the customer with a focus on quality and excellent service that inspires 
  • Experience in designing customer journeys, such as in a service design role 
  • Analytical skills and touchpoints in qualitative and quantitative research  
  • Proven track record of leading a remote team with a broad scope of responsibilities 
  • Excellent communication skills and ability to provide precise feedback 
  • Comfortable working in a dynamic, fast-paced environment with an innate inclination to challenge the status quo 
  • Experience with Salesforce and Service Cloud, as well as Looker (BI tool) desirable 
  • Dexterity with data-based recommendations and the ability to make decisions quickly and execute them with speed 
  • Fully embrace the guiding principle of "creating value" for your work, want to create sustainable impact while helping shape developments and prepared to "go the extra mile" to do so  
  • Business fluent in written and spoken German and English; other languages a plus 
  • Willingness to travel throughout Europe

Benefits:

Along with a competitive salary, we offer an outstanding benefits package and 28 days holiday (plus an extra day for your birthday). You will receive a prepaid Visa card with monthly credit freely available and employee discount of the Cazoo offerings.

Useful info:

Our selection process will typically involve an initial chat with one of our recruitment team followed by  a selection of competency based interviews with stakeholders and the hiring manager . 

We know that diverse teams make better teams and we are an equal opportunity employer who values diversity and inclusivity. We do not discriminate on the basis of gender, race, age, sexual orientation, colour, religion, national origin, disability status or marital status.

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