VP, Customer Engagement

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Volkswagen Financial Services, a wholly‑owned subsidiary of Volkswagen Group, is the trusted key to mobility for its brand partners. We are committed to supporting the Audi, Ducati, and Volkswagen brands and their Dealers, specializing in providing accessible mobility solutions for its Customers. The company’s offerings include Retail Leasing, Retail Financing, Commercial Financing for new and used vehicles, and End‑of‑Term vehicle disposition.

Why Volkswagen Financial Services?

This is a unique opportunity to shape the customer experience strategy for one of the world's most recognized automotive and mobility brands.

You will lead a critical organization at the intersection of customer experience, digital innovation, and operational excellence while helping define how customers engage with Volkswagen Financial Services across North America.

If you're a strategic leader who is passionate about creating exceptional customer experiences and building high-performing teams, we'd love to hear from you.

This position is Career Level 33L and located in Reston, VA or Libertyville, IL with a Role Classification of Hybrid.

Lead the Future of Customer Engagement

Volkswagen Financial Services is seeking an experienced and customer‑focused executive to lead Customer Engagement across the United States and Canada.

Reporting directly to the President & CEO, the Vice President, Customer Engagement will define and execute the strategy for customer and dealer engagement across the financial services lifecycle. This leader will oversee customer‑facing operations, digital engagement, customer experience, process optimization, and organizational performance, helping to strengthen customer loyalty and drive long‑term business success.

• Serve as the voice of the customer, ensuring customer needs remain at the center of business decisions.
• Develop and execute customer engagement strategies that enhance satisfaction, loyalty, and business performance.
• Partner with senior leadership and brand stakeholders to advance innovative, multi‑channel customer experiences.
• Lead transformation initiatives that leverage technology, analytics, and process improvement to deliver exceptional outcomes.

• Inspire and develop leaders across a large, geographically dispersed organization.
• Foster a culture of customer centricity, accountability, collaboration, and continuous improvement.
• Build leadership capability through coaching, talent development, and succession planning.
• Drive organizational effectiveness while supporting employee engagement and growth.

• Oversee customer and dealer service delivery across the United States and Canada.
• Lead the optimization of customer interaction channels across digital and traditional platforms.
• Establish and monitor key performance indicators that drive customer satisfaction, operational efficiency, and business results.
• Partner with technology, operations, and business leaders to successfully deliver strategic initiatives and enhancements.
• Manage key vendor relationships that support service excellence and operational effectiveness.

• Lead planning, budgeting, and overall performance for the Customer Engagement organization.
• Champion continuous improvement efforts that enhance productivity, scalability, and customer outcomes.
• Represent Customer Engagement with executive leadership and key internal and external stakeholders.

• 15+ years of progressive leadership experience in customer engagement, customer operations, customer experience, digital strategy, or related fields.
• Proven success leading large‑scale customer organizations and transformational initiatives.
• Experience overseeing customer‑facing digital channels, including web and mobile experiences.
• Strong background in customer service operations, process optimization, and business performance improvement.
• Experience leading large, geographically distributed teams in complex business environments.
• Exp…