Customer Service Quality Lead, Porsche Digital
4 days a week in office
Automotive digital innovation studio
Posted today
Automotive digital innovation studio
201-500 employees
Posted today
4 days a week in office
201-500 employees
Company mission
To discover and scale new digital business models, as well as to optimize existing products.
Role
Who you are
- Well-structured, analytical and accurate analyst with several years of experience in international Quality Role, ideally in the automotive sector
- Excellent communication skills, both verbal and written, are a must
- Proficient in English and German
- Experience in Customer facing industries (e.g. retail, hotel...) in luxury would be a plus
- Worked in “six sigma” environment (first belt should be known & achieved)
- Experience in conceptional (strategy) work
- Personality: global mindset, team player, communicative, open, and empathetic, but also assertive
- Willingness to come to the office 4 days a week
What the job involves
- Together with you, we want to create a first-class customer experience in the Customer Relations Hub. You think of a call center - but much better! You are an essential part of Porsche's customer success, so you might as well call yourself a Porsche ambassador. Do you "speak" Porsche? Because we are looking for a passionate Quality Lead who seek to revolutionize customer service of Porsche
- Coordination and decision of Quality Topics between all hubs as well as between Customer Relations Hubs (CRH) and Porsche AG (PAG)
- Professional leadership of QAs (incl. ensuring 1:1 communication with QAs, identification of improvement topics, ensuring operational QA tasks/ calibrations are done)
- Definition and monitoring of communication and Quality Processes
- Definition CRH Quality Strategy & Concept in alignment with PAG
- Innovation & Technology: Define objectives, identify & implement improvement topics and technology driven efficiencies
- Ensuring a constant information exchange & alignment between Training & Quality Lead
- Ensuring Quality reporting standards incl. KPI measuring and definition of improvement measurement
- Support in operational quality topics (e.g. evaluations of customer experts)
Our take
The automobile industry has long since been dominated by vehicles powered by petrol or diesel with no bells and whistles, but as technological innovation changes the rest of the world, the automobile industry has been similarly affected. Electric cars are becoming commonplace, charging points are becoming increasingly common and the way we purchase and interact with our cars is becoming digital, and it is important for car producers to recognise this and future-proof their brand.
Porsche Digital provides a digital innovation studio for Porsche automobiles, working to future-proof the brand with technology for environmental sustainability, sales optimisation, electric vehicle charging, and VR experiences. In addition to innovating on Porsche cars, the studio also provides advanced industry solutions for IoT, blockchain, AI, and quantum computing, inviting brands outside of Porsche to future-proof their brand.
Whilst digital innovation studios are nothing new, the automobile industry is developing rapidly and older sports car brands are being replaced with newer brands, so Porsche Digital has been smart to find its niche in Porsche vehicle innovation. Through its studio, the company aims to future-proof the Porsche brand for the future of automobiles, whilst ensuring that customer experiences become more interactive and engaging than ever before.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
48% employee growth in 12 months
Company
Company HQ
Ludwigsburg, Germany
Leadership
Stefan Zerweck
(CEO)Stefan initially joined Porsche Digital in 2019 as the COO before becoming CEo in 2024. Prior to this, they worked at Porsche AG as a Director of Digital Ecosystem. They also worked as a Managing Director at Mercedes-Benz.io and as a Senior Manager of Digital Experience at Daimler AG.
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