Customer Experience Manager

About the Role

At Aston Martin delivering a worldclass customer experience is central to our brand. As part of the Digital and Growth team within Marketing & Communications this role will shape how our customers experience Aston Martin across every interaction.

We are looking for a Customer Experience Manager to define and lead our global CX strategy ensuring every touchpoint reflects the craftsmanship innovation and emotional connection expected of an ultra luxury brand. You will own the endtoend customer journey from first engagement through to ownership and advocacy creating a seamless and consistent experience across both digital and physical channels.

What Youll Be Doing

You will lead the continuous evolution of our customer journey strategy setting clear experience principles and governance that guide how Aston Martin is experienced globally. Using customer insight you will translate findings into prioritised commercially aligned initiatives that influence product marketing and service strategies.

Acting as the voice of the customer at a senior level you will embed a customer first mindset across the organisation identifying friction points and leading cross functional initiatives that improve satisfaction retention and lifetime value.

Working closely with Digital and Product teams you will cocreate and deliver the digital CX vision and roadmap ensuring alignment with brand and commercial objectives. You will prioritise high impact initiatives while confidently challenging those that do not deliver measurable value.

You will also ensure that digital innovation connects seamlessly with retailer and physical experiences creating a premium omnichannel journey.

From a performance perspective you will define and oversee the CX measurement framework linking customer insight both qualitative and quantitative to clear KPIs and business outcomes. You will establish a structured testandlearn approach using data to uncover root causes inform decisions and drive continuous optimisation.

Alongside this you will lead and develop a high performing CX design team fostering a culture of excellence accountability and continuous growth.

What Were Looking For

We are looking for a strategic and commercially focused CX professional with a strong background in customer experience UX service design or digital product environments.

You will bring experience leading endtoend customer experience or transformation initiatives with a proven ability to drive cross functional digital programmes. A strong understanding of humancentred design and service design methodologies is essential along with handson experience in customer journey mapping and UX research.

You will be confident working with data and analytics with experience using insight and experimentation frameworks to guide decision making and improve performance. The ability to translate complex information into clear actionable recommendations will be key to success.

Experience with in automotive luxury or premium consumer brands would be highly beneficial as would exposure to digital teams and agency management. A background in digital marketing or digital delivery will further support success in this role.

Strong communication skills and stakeholder management experience are essential with the ability to influence at all levels and bring alignment across diverse teams.

Skills and Behaviours

You will take ownership of your work showing accountability for both outcomes and continuous improvement. You will be comfortable working in ambiguous environments bringing structure clarity and direction where needed.

A collaborative mindset curiosity and a proactive approach will enable you to build strong relationships and deliver meaningful lasting impact across the organisation.

Why Join Aston Martin

This is a unique opportunity to shape how one of the worlds most iconic brands connects with its customers. You will play a central role in defining the future of customer experience at Aston Martin working in a collaborative forward thinking environment where innovation creativity and data come together to deliver exceptional results.

Belong at Aston Martin

We understand that the incredible beauty craft and art that defines an Aston Martin comes from the inclusion of our amazing people.

We welcome the unique contributions that you can bring in terms of your education opinions culture ethnicity race sex gender identity and expression nation of origin age languages spoken colour religion disability sexual orientation and beliefs. We celebrate diversity and are seeking applicants who can bring something different. Please speak to us if there is anything you need to support making an application with us.

The post holder will be required to comply with all policies and procedures issued by and on behalf of Aston Martin Lagonda ltd

Required Experience:

Manager