Brief Role Description
Role Summary
Lead the Future of Customer Engagement
Volkswagen Financial Services is seeking an experienced and customer-focused executive to lead Customer Engagement across the United States and Canada.
Reporting directly to the President & CEO, the Vice President, Customer Engagement will define and execute the strategy for customer and dealer engagement across the financial services lifecycle. This leader will oversee customer-facing operations, digital engagement, customer experience, process optimization, and organizational performance, helping to strengthen customer loyalty and drive long-term business success.
Responsibilities within this Role
Shape Customer Experience Strategy
• Serve as the voice of the customer, ensuring customer needs remain at the center of business decisions.
• Develop and execute customer engagement strategies that enhance satisfaction, loyalty, and business performance.
• Partner with senior leadership and brand stakeholders to advance innovative, multi-channel customer experiences.
• Lead transformation initiatives that leverage technology, analytics, and process improvement to deliver exceptional outcomes.
Lead a High-Performing Organization
• Inspire and develop leaders across a large, geographically dispersed organization.
• Foster a culture of customer centricity, accountability, collaboration, and continuous improvement.
• Build leadership capability through coaching, talent development, and succession planning.
• Drive organizational effectiveness while supporting employee engagement and growth.
Deliver Operational Excellence
• Oversee customer and dealer service delivery across the United States and Canada.
• Lead the optimization of customer interaction channels across digital and traditional platforms.
• Establish and monitor key performance indicators that drive customer satisfaction, operational efficiency, and business results.
• Partner with technology, operations, and business leaders to successfully deliver strategic initiatives and enhancements.
• Manage key vendor relationships that support service excellence and operational effectiveness.
Drive Business Performance
• Lead planning, budgeting, and overall performance for the Customer Engagement organization.
• Champion continuous improvement efforts that enhance productivity, scalability, and customer outcomes.
• Represent Customer Engagement with executive leadership and key internal and external stakeholders.
Qualification Requirements
Experience
• 15+ years of progressive leadership experience in customer engagement, customer operations, customer experience, digital strategy, or related fields.
• Proven success leading large-scale customer organizations and transformational initiatives.
• Experience overseeing customer-facing digital channels, including web and mobile experiences.
• Strong background in customer service operations, process optimization, and business performance improvement.
• Experience leading large, geographically distributed teams in complex business environments.
• Experience working in Agile environments and leading digital delivery organizations.
10+ years of leadership experience:
• Leadership of large (300+), geographically diverse teams, including coaching and employee development
• Leadership experience in Agile working environments
• Experience leading Digital Strategy & Delivery teams
• $100MM+ budget development and control
Leadership & Business Acumen
• Strategic thinker with the ability to translate vision into measurable results.
• Strong executive presence and communication skills.
• Proven ability to influence and build alignment across diverse stakeholder groups.
• Analytical, data-driven decision maker with strong problem-solving capabilities.
• Passion for developing talent and building high-performing teams.
• Strong financial and business management skills.
Education
• Bachelor's degree required.
• MBA preferred.
Work Environment
• Hybrid work model.
• Approximately 25-30% travel.
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Job ID: 29562
Company: VW Credit, Inc.
Location:
