Customer Efficiency Lead

Position Title:

Customer Efficiency Experience Lead

Contract

Gaydon

• In this role you will define and shape the future of the Clients’ customers vehicle efficiency experiences for the products.
• Championing internal innovation, utilising customer and competitor insights to complement industry & market trend analysis and featuring; you will identify, analyse, concept validate, select and recommend opportunities for product developments that enhance our customers experiences of vehicle efficiency, ensuring our products remain ideally tailored to our customers’ needs and expectations.

• Translate customer needs, behavioural insights, and usage patterns into actionable information.
• Investigate competitor offerings and innovations providing analysis to inform our strategic development direction.
• Monitor industry trends and global market legislative evolutions, providing analysis and recommendations.
• Create customer journeys that blend customer & vehicle behaviour, environmental contexts, in‑vehicle HMI, and mobile connected digital ecosystem experiences into a seamless, efficiency‑enhancing holistic customer experience.
• Provide clear and holistic information, analysis, and recommendations for the development of Vehicle Efficiency Features to enhance the efficiency experience of our vehicles.

• Utilise customer vehicle data to generate information and insights that can be used to direct strategic development.
• Enact customer insights data gathering activities to glean tailored feedback from our customers and inform future developments or validate initial concepts.

• Define future efficiency experience roadmaps.
• Influence business decisions by articulating the need for development and enhancement of vehicle efficiency features.

• Work with UX/UI teams to define how efficiency insights are communicated to the customer.
• Identify and deliver prototyping of new concepts for early concept validation.

• Develop concepts considering the end‑to‑end technical architecture and holistic impact analysis.
• Define functional decomposition, ownership boundaries and allocations.
• Produce design artefacts and requirements to support onwards delivery.

• Customer Insight & Behaviour Analysis – Skilled at translating customer needs, usage patterns, and behavioural insights into actionable efficiency feature requirements.
• Market, Competitor & Trend Analysis – Strong capability in analysing competitor offerings, industry innovation, and global legislative trends to inform strategic product direction.
• Customer Experience Design – Experienced in creating holistic customer journeys that integrate vehicle behaviour, environmental context, HMI interactions, and connected digital ecosystems.
• Data‑Driven Decision Making – Proficient in analysing customer vehicle data to identify opportunities, validate concepts, and guide future efficiency feature development.
• Concept Development & Prototyping – Skilled in ideation, early‑stage concept creation, and delivery of prototypes for rapid validation of efficiency‑enhancing features.
• UX/UI Collaboration – Experienced in working with UX/UI teams to define and communicate efficiency insights intuitively through in‑vehicle and digital interfaces.
• Systems Thinking & End‑to‑End Architecture – Strong capability in assessing feature impacts across systems, defining functional decomposition, and ensuring architecture alignment.
• Requirements Definition & Design Artefacts – Competent in creating clear feature requirements, design documentation, and artefacts supporting engineering delivery.
• Strategic Road‑Mapping – Skilled in defining future efficiency experience roadmaps and influencing strategic business decisions through strong communication of customer value.
• Cross‑Functional Leadership – Effective collaboration across engineering, product strategy, UX, data teams, and programme functions to align feature intent with delivery.
• Innovation & Opportunity Identification – Ability to identify, analyse, and recommend new product opportunities through insight‑driven innovation and concept validation.
• Communication & Stakeholder Engagement – Clear, concise communicator capable of presenting insights, recommendations, and customer experience strategies to diverse stakeholders.