Who we are:

Customer Experience (CX) is a group function at Volkswagen Group UK, working on ensuring that our customers are receiving the best levels of service across our brands.

Split into four areas, Customer Data and Systems, Ecommerce, Sales Transformation and Customer Management which includes Customer Service Centre (CSC) Operations and Customer Insight, the CX function focuses on our customers’ needs and brand experience.

Our role is to provide the technology and capabilities to allow the brands to deliver an exceptional experience at the CSC, through their marketing, and through selling online. Meanwhile our intelligence team provide the insight from customer data, surveys and research to power customer-oriented decision-making across the business.

What's our mission?

Our business and industry are going through unprecedented levels of change driven by external megatrends and the evolution of the vehicles we sell. At the same time, customer expectations of choice, convenience and transparency have been transformed by the digital experiences they now enjoy across almost every aspect of their lives.

As we navigate through the uncertainty of all that change, the needs of our customers will act as our guiding light. Our business needs to transform to become truly customer centric, and the role of the CX function is to enable that transformation.