Customer Experience - BMW Financial Services GB, Farnborough

Job Details

Customer Experience - BMW Financial Services GB, Farnborough

HAPPY CUSTOMERS MAKE EVERYONE’S DAY.

SHARE YOUR PASSION.

Our Summit ONE in Farnborough is home to the National Sales Company for the BMW Group in the UK, as well as BMW Group Financial Services which offers retailers, corporate and private customers a range of customised financial services. Alphabet (GB) Ltd. as a leading provider of Business Mobility Services is also located in Farnborough. 

Within our self-contained campus, we offer a modern way of working with an empowering office culture, some aspects of which include:

• Our work persona shift – being yourself is effortless and so increases efficiency.
• Flexible working hours - working flexibly improves mental perspective and increases sustained productivity. This means our leaders maintain balance, not burnout, through focusing on output, not attendance.
• The opportunity to get involved with our continued support to our house charity with a variety of fundraising events throughout the year.
• Throughout our offices there are open creative spaces which hold facilities such as table-tennis tables to encourage innovation and employee engagement

BMW Financial Services GB, Farnborough – Customer Experience - 13 Month Placement (July 2025)

We have several placement opportunities to work alongside our teams that have a major focus on the Consumer’s experience. 

The Customer Success team are situated within the Sales & Marketing area and are responsible for delivery of exceptional Customer Retention across BMW, MINI & BMW Motorrad. We demonstrate a passion for Marketing, Digital and CRM and closely work with all areas of Sales, Pricing and Retention to support with national loyalty activities and campaigns to increase Customer Retention. The group is implementing a new Customer Sales Model which is a great time to experience global change programme for a leading premium brand. Providing support to the Retention team and retailer UK network. Responsibilities involve:

• Active participation in the management and ongoing development of our loyalty offers.
• Ensuring the Retailer HUB – our communications portal is up to date across the business areas, supporting departments with new content, imagery, links to enhance the Retailer Self-serve experience. 

The Process & Quality Implementation team interact significantly with all teams within our Customer Interaction Services department, both in-house and outsourced, and are also involved in activities which bring them into contact with other teams from across the business. As the Customer Insight & Complaints Analyst within the team, you will be responsible for carrying out root-cause and analysis to identify Pain Points in the Customer Journey. You will define and manage Action Plans and assist in ongoing process improvement initiatives, inputting into process reviews which will directly impact the customer journey and experience. 

• Responsible for carrying out detailed analysis of Customer Survey responses within the BMW Group Customer Insight Programme.
• Conduct root cause analysis, utilising Customer Survey and Complaints data (as well as wider sources of data) to identify, and progress areas for improvement through to implementation via business and IT forums.
• Prepare monthly Customer Insight reporting and commentary, appropriate for audience.

Qualifications and Skills:

• Studying towards a Bachelor's degree - preferably in Business or other relevant field, on target for a minimum of a 2:2.
• Confident user of Microsoft Office suite such as Excel, Word, and PowerPoint.
• Strong written and verbal communication skills.
• Proactive, self-starter having the ability to use your initiative and manage your own projects/workload autonomously.
• Data analysis skills.
• Confidence to challenge the status quo and put forward suggestions for improvement.

Why choose us?

• Great Pay – A competitive annual salary of £23,700, 27 days holiday per annum (pro rata to your contract) and an attractive pension scheme.
• Rewarding Work-Life Balance – Contracted working hours are 37.5 hours a week, Monday to Friday, helping you develop a fulfilling work-life balance.
• Exciting Additional Benefits – You will have the opportunity to enjoy other employee benefits, including a subsidised on-site restaurant and access to our Advantages scheme which gives you a range of offers and discounts.

What do you need to do now?

If this sounds like the opportunity for you then apply today using the link below.

The next stages of the recruiting process could include: online testing, video interview and then a face to face, telephone or virtual interview with the hiring manager. This may be in the form of an assessment centre.

About BMW Group UK

If you’re passionate about changing the way the world moves for good then there’s never been a more exciting time to be part of the BMW Group. Our brands BMW, MINI, Rolls-Royce Motor Cars and BMW Motorrad have made us the world’s leading premium manufacturer of cars and motorcycles as well as provider of premium financial and mobility services. 

We’re home to a lot of people. People from all walks of life, with a variety of backgrounds that make them who they are. Whose stories and unique life experiences shape the company we are. Because as diverse as our customers, suppliers and investors are worldwide, so too are our teams.

We are always looking for new talent to help us keep pushing the limits of what’s possible in a broad variety of roles, so why not explore our opportunities and take your next career step with us today.

How to apply

To apply for this role and to find out more, please click on the apply button.

Please note that applications may close before the application deadline, so apply early to avoid disappointment.

7 days remaining to apply for this job