Volkswagen Group creates new customer quality director role

ALISON Jones has been promoted to the Volkswagen Group board of management in a drive for customer focus.


With effect from June 1, Jones will be promoted from her current position as head of operations at AudiUKto the newly created role of customer quality director on the Volkswagen GroupUKboard of management.


She will lead the Group-wide drive to improve the quality of customer experience at every touch point, and will report directly to Volkswagen Group managing director Simon Thomas.


As customer quality director, Jones will support all sectors of the Volkswagen Group in theUKin the pursuit of optimal customer service standards, while each brand will retain front line responsibility for its customer base.


Located at the company’s headquarters inMilton Keynes, the role will include overall management responsibility for the Volkswagen Group Customer Service Centre inLeeds, and for the Group’s customer contact strategy, which includes elements such as market research and customer insight. It will also involve the implementation of a monthly review process which will be deployed to ensure alignment and engagement across the whole company.

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