Vehicle Customer Satisfaction Manager


Hullavington - United Kingdom


This role sits in the Quality team of our Automotive function.

The Vehicle Customer Satisfaction Manager will operate along the top of the systems vee approach to drive delivery of all key activities across multiple business functions which contribute to improving vehicle customer satisfaction including critical to customer feature requirements, attribute and feature performance customer satisfaction, perceived quality and consistently drive improvement by viewing the product through customer eyes.


• To ensure vehicle delivers highest possible customer satisfaction

• To lead vehicle customer quality requirements

• To assure Vehicle/ Feature/ Function performance vs customer quality requirements

• To lead x-functional (Design, Body Engineering, Manufacturing, Quality) activity to achieve Perceived Quality (PQ)/ Optical Quality (OQ) targets by start of production

• Lead vehicle programme Kano

• Manage delivery of critical to customer quality vehicle programme requirements

• Assure vehicle feature usability exceeds customer expectations

• Assure Engineering targets and requirements deliver required customer satisfaction

• Manage delivery of vehicle attribute customer quality performance and reliability risk reduction

• Assure attribute virtual verification performance forecasts and link to customer expectations

• Assure physical vehicle attribute testing

• Lead PQ/ OQ strategy and build PQ/ OQ capability

• Manage PQ/ OQ x-functional delivery

• OQ; assure gap plans, assure DVA analysis, lead cube/meisterbock process to mature dimensional accuracy/ variation sensitivity/ component maturation vs targets

• OQ; lead vehicle metrology processes

• PQ (inc. Material, Surface, User Interaction, Illumination, Sound, and GUI Quality); agree targets, assure plans, lead evaluations, lead x-functional delivery of improvement actions to achieve targets


• Demonstrable experience of successfully leading quality/ customer satisfaction improvement activities on automotive programmes

• Knowledge: Kano, customer use cases, requirements, systems engineering, vehicle attribute performance, customer experience virtual verification and physical validation (from features and attributes), customer satisfaction management and improvement, perceived quality, optical quality

• Behaviours: Cross-functional collaboration, ability to perceive and understand the requirements of the end user/ customer, strong delivery focus with proven ability to successfully lead complex cross-functional projects


•27 days holiday plus eight statutory bank holidays

•Pension scheme

•Performance related bonus

•Life assurance

• Free on-site parking

•Subsidized café

•Discounts on Dyson machines

•Private Medical and Dental

Posted: 20 June 2019