Contract - Customer Experience Lead

At Honda we embrace inclusion in our various policies, so whilst our contracts state that the hours are as required to fulfil the role with a minimum of 35 hours per week, we offer flexibility for when you work.  The regular office hours are 08:00 – 16:00 Monday to Thursday with a half hour lunch break & 08:00 – 13:00 on a Friday.  However, we offer flexibility of when you work with our daily flex-time start of between 07:00 and 11:00 providing that there is no business requirement.

Whilst there is no contractual right to work from home, the flexibility we offer is that you can request to work from home 2 days per week, again providing there is no business requirement to attend the office.

Role:
The Customer Experience Lead will lead the delivery of Honda's customer experience strategy across the European region. The role is responsible for managing customer satisfaction measurement programmes, turning customer and dealer network feedback into clear insight, and driving practical improvement activity through Branches, Distributors and dealer networks.

The role holder will be expected to influence stakeholders at multiple levels, provide clear reporting and recommendations to senior management, and maintain strong governance of customer experience suppliers, budget and performance. 

The role supports Honda's ambition to deliver superior customer experience across Car, Motorcycle and other products by using data, best practice and continuous improvement activity to improve outcomes for customers and dealers.

This role is offered on a contract basis for a duration of 12-months. 

Main Responsibilities:

• Manage the Honda Customer Satisfaction survey system and other customer experience surveys as required.
• Interpret survey results, customer comments and performance trends, translating data into clear insight, recommendations and improvement plans.
• Develop and implement Customer Experience improvement activity and best practice approaches at regional level, working through Branches, Distributors and dealer networks.
• Provide regular Customer Satisfaction Index (CSI) performance reporting and analysis to senior management, including clear follow-up activity and measurable outcomes.
• Set, agree and monitor Customer Satisfaction and dealer participation targets with Branches, identifying risks, gaps and corrective actions.
• Encourage full programme engagement across Honda Motor Europe Branches, Distributors and Dealer networks, ensuring the value of customer feedback is understood and acted upon.
• Support Area Managers and relevant field teams to strengthen their understanding of H-CSI insight, survey outputs and improvement activity.
• Work collaboratively with wider Honda Motor Europe teams to understand current and future customer programmes and assess the impact on the customer experience.
• Proactively manage CSI service suppliers against agreed Service Level Agreements, using Quality Cost Delivery Management methodology and appropriate governance routines.
• Drive the continuous evolution of Honda’s pan-European Customer Experience Programme and customer journey, ensuring alignment with market trends, customer expectations, and strategic objectives through the effective use of customer and dealer insights.
• Manage the Customer Experience budget and ensure spending is controlled, visible and aligned to business priorities.
• Maintain continuity of key customer experience activity during the fixed-term contract, ensuring handovers, reporting cycles and improvement plans remain robust.

Qualifications, skills and experience:
Required

• Customer-first mindset with a practical understanding of how customer experience is delivered through dealer operations.
• Strong analytical capability, with experience using survey results, customer insight and KPI data to identify trends and recommend improvements.
• Proven project management experience, including the ability to manage multiple priorities, create clear action plans and deliver tight deadlines.
• Excellent communication, presentation and stakeholder management skills, with the ability to influence and engage at different levels.
• Confident working collaboratively across departments, Branches, Distributors, dealer networks and external suppliers.
• Strong commercial awareness and the ability to balance customer, network and business priorities.
• Experience managing suppliers, service levels and performance governance.
• Budget management experience, with disciplined control of spend and clear reporting.
• Able to demonstrate behaviours aligned to Honda philosophy, including respect for the individual and continuous improvement.
• Ability to travel as required.

Desirable

• Educated to degree level or able to demonstrate equivalent professional experience. 
• Experience within an automotive manufacturer, distributor, dealer network or comparable customer-facing operational environment. 
• Knowledge of customer satisfaction survey systems, customer insight platforms and continuous improvement methodologies. 
• Agency or contract negotiation experience. 

Honda is committed to the principle of equal opportunity in the workplace for all employees, temporary workers, contractors, applicants and visitors. Honda also encourages respect for the individual differences and talents of others while making full use of one's own abilities, based on Honda's philosophy of respect for the individual.

At Honda, we value and celebrate diversity and are committed to being a fair, non-discriminatory company that promotes and welcomes the uniqueness and differences of people around the world. We recognise that a diverse workforce allows for different ideas and perspectives, and we encourage everyone to share them. We strive to foster a culture of belonging that is consistent with Honda's core values and lived out in the way we work and respect each other. For us at Honda, diversifying our workforce means increasing its overall strength by providing people with equal opportunities - regardless of personal characteristics or previous careers.

This commitment flows directly from the Honda philosophy and the belief that we are all working towards a common goal. Honda recruits, hires, trains and promotes the most qualified/experienced individuals at all levels without regard to race, origin, religion or belief, gender, sexual orientation, age, disability or any other protected characteristic.