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Undergraduate - Customer Experience Improvement

Date: 21-Oct-2020

Location: Bracknell, GB

Company: Honda Motor Europe Ltd

Job Title:Undergraduate - Customer Experience Improvement 
Department:UK - Customer Division 
Job Location: Bracknell 

Role:

One of Honda’s key global objectives is to provide the very best customer experience through our dealer networks for Car, Motorcycle and Power Products.

 

The Customer Experience Improvement Undergraduate will play a key role at the heart of realising this objective for the European region by working with the Customer Experience Manager and other members of the Dealer Business Performance team.

 

The role is varied and will involve working with teams based in the UK and Europe – the programme operates in 17 countries - to understand how our customers feel about their Honda experience, and importantly, help to develop and implement improvement strategies.

 

The Undergraduate will learn and apply Honda philosophy and business practices, which will include PDCA (Plan Do Check Act), project planning, presentations and problem solving.

 

 

Main Responsibilities:

Honda’s Customer Experience Programme covers:

  • Honda Customer Satisfaction Index (H-CSI) measuring in-dealership experience
  • Competitor Customer Satisfaction Index (C-CSI) benchmarking with competitors
  • Other ad-hoc surveys

 

The role will support the Customer Experience Manager to:

  • Provide operational support to the programme in liaison with the Supplier and the local markets, establishing strong relationships with key contacts
  • Undertake regular reporting to analyse performance and data trends over time, presenting results to Honda Senior Management on a monthly basis
  • Interpret survey results and make recommendations for improvement to deliver a superior Honda Customer Experience
  • Utilise best practice and generate new ideas to either solve problems or achieve improvement, using PDCA as a tool to evaluate success
  • Develop, test and implement these new activities at Honda and local market levels, project-managing the different stages of planning and roll-out
  • Promote the importance of Customer Experience within the wider Honda organisation, working with Sales Departments to increase engagement
  • Research Customer Experience systems in competitors and other industries

 

Other Responsibilities:

  • Involvement in initiatives and projects across the wider Customer Division Department, taking an active role in delivering an exceptional customer service to internal stakeholders.

 

Qualifications, skills and experience required/desirable:

  • Undergraduate undertaking business related degree (sandwich/placement year)
  • A customer first thinker
  • Demonstrates high levels of personal motivation, has the wish to develop and takes a proactive approach in doing so
  • Strong communication skills (written and verbal)
  • Willing to work within a team and collaborate on projects
  • Someone who takes pride in their work, is both diligent and has ability to deliver work of a high standard
  • Good data analysis skills
  • Can work to deadlines when required with strong organisational skills
  • Ability to remain flexible and able to adapt to changing demands in the role
  • Proficient all-round PC user – Outlook, Excel, PowerPoint, Word
  • A genuine interest in the automotive industry

 

If you have any questions, please contact placements@honda-eu.com

 

We will be conducting interviews via Microsoft Teams until January 2021 and our virtual assessment centre will take place in February 2021.

Honda is dedicated to the principle of creating equal opportunities within the workplace for all associates, agency workers, contractors, job applicants and visitors. Central to this is Honda's commitment to being a fair, discrimination free company that accepts the uniqueness and differences of people around the world and adheres to the principle that all people are created equal. This commitment comes directly from the Honda Philosophy and belief that we all work together for a common purpose. Honda recruits, hires, trains and promotes into all levels the most qualified individuals without regard to race, colour, origin, religion, gender, sexual orientation, age, disability or any other protected characteristic.


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