ABOUT MOTORWAY

Motorway is the UK’s fastest-growing used car marketplace – our award winning, online-only platform connects private car sellers with over 7,500 verified dealers nationwide, who compete to offer the best price. Founded in 2017, our technology makes the process refreshingly easy, earning us an ‘Excellent’ Trustpilot rating with over 70,000 reviews. We’re not just building a platform; we’re changing how people sell cars.
Backed by leading investors like Index Ventures and ICONIQ Growth, and following a successful $190 million funding round, we’re on a mission to transform the used car market.

ABOUT THE TEAM

Hi, I’m Joe, Head of Contact Centre. I’m looking for a CX Analyst to join my team! We’re a friendly bunch and are passionate about making a real difference to our customers’ experience. We’re at the heart of Motorway, driving improvements that make things smoother and more efficient for everyone. If you’re looking for a role where you can make a big impact and work with a supportive team, you’ll fit right in.

As a CX Analyst, you’ll be key in spotting opportunities to boost efficiency, design best practices, and drive operational improvements that last. You’ll work closely with teams across Product, Pricing, Digital Transformation and WFM, focusing on analysing, optimising, and scaling our operations across multiple sites and business areas. Ultimately, you’ll be improving customer experience (NPS, Trustpilot, CSAT), efficiency (AHT, FCR) and sales performance (Conversion). Here’s what you’ll be doing:

• Lead on proactive idea generation, root cause analysis, and process redesign, working closely with Product to ensure a continuous feedback loop from our customer-facing teams.
• Own the governance and documentation of Seller Ops processes, working with the Knowledge team to keep everything clear and consistent across all teams.
• Lead operational test-and-learn initiatives, carefully measuring impact and ensuring new process enhancements are successfully adopted.
• Act as the sign-off authority for new processes and ways of working, collaborating with knowledge management to embed these practices effectively.
• Carry out regular interaction analysis across all operational sites to ensure processes are being followed and to identify further optimisation opportunities.