JLR UK customer experience director Costa Delis. Credit: JLR.

Jaguar Land Rover (JLR) UK has appointed Costa Delis as the new UK customer experience director to refine its customer interaction both in-person and digitally.   

Delis will be responsible for streamlining the customer journey from initial contact through to aftercare and ensuring a consistent experience across the Range Rover, Defender, Discovery, and Jaguar brands.

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Under the leadership of Delis, JLR UK is set to develop an integrated customer experience, focusing on seamless interactions whether customers engage with the company online or face-to-face.

The strategy includes simplifying JLR’s online presence and distinguishing its showroom presentations to mirror the character of each brand.

As part of a broader digital transformation, the company’s focus on customer experience will extend to the development of shared technical systems with retailers.

These systems will utilise client purchase and service records to tailor personalised online journeys.

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The collaboration with retailer partners will also enhance stock transparency across JLR’s network, which is expected to provide clients with a wider vehicle selection and facilitate a more efficient car-finding process.

JLR’s retail strategy, which builds upon the traditional franchise model, has recently seen a 26% increase in the UK client care team.

Delis said: “We are striving to reach new levels of client experience and to set the benchmark for delivering the highest standards.

“The streamlining of our processes, systems and data is fundamental to achieving this, and we will strengthen our ability to give clients exactly what they want as part of their own, tailored journey with our brands.

“This provides a strong foundation for our new go-to-market strategy, which will deliver the very best levels of care.”