Volkswagen hires first Australian customer experience chief

Newly created role will oversee all customer touchpoints across the business

Former Target Australia customer experience chief, Jason Bradshaw, has taken up a new post as the first director of customer experience for Volkswagen Group Australia.

Jason Bradshaw
Jason Bradshaw


Bradshaw has been the head of customer experience at Target Australia for nearly two years. Prior to that, he spent a year working as a senior commercial manager at Fairfax Media, and was also formerly director of procurement transformation at NSW Department of Finance and Services.

General manager of communications for Volkswagen Group Australia, Karl Gehling, said the director of customer experience position was created in recognition of the importance of customer service to the business.

“This new role brings together responsibility for all customer touchpoints in the business encompassing call centre, roadside assistance, customer satisfaction and loyalty,” he said.

Bradshaw’s key priorities are to deliver improvements in customer experience across every touchpoint in the business. He officially commenced the role in October 2015 and reports directly to the managing director, Michael Bartsch.

The appointment comes as Volkswagen globally reels from an emissions scandal that originally broke in the US in September and has since caused shockwaves around the world. The scandal centres around software used within its engines that tells each car to go into ‘clean mode’ when it detects the car is being tested for emissions.

The Australian company has confirmed it will recall at least 91,000 cars in Australia affected by the diesel emissions scandal.

More on the rise of the chief customer officer:

Follow CMO on Twitter: @CMOAustralia, take part in the CMO conversation on LinkedIn: CMO ANZ, join us on Facebook: https://www.facebook.com/CMOAustralia, or check us out on Google+: google.com/+CmoAu

Join the CMO newsletter!

Error: Please check your email address.
Show Comments

Supporting Association

Blog Posts

Top tips to uncovering consumer insights for business innovation

An in-depth understanding of consumers sits at the heart of what we all need to do, but we know it’s not always easy to uncover insights that will unlock a true innovation opportunity.

Matt Whale

Managing director, How To Impact

Is your customer experience program suffering bright shiny object syndrome?

You may have heard of ‘bright shiny object syndrome’. The term is used to describe new initiatives undertaken by organisations that either lack a strategic approach, or suffer from a failure to effectively implement.

Leveraging technology to stand out in the sea of sameness

The technology I'm talking about here is data and marketing automation. Current digital marketing methodology, much as it is practiced at Bluewolf, dictates the need for a strategy that does four things: Finds the right audience, uses the right channel, delivers the right content, and does all of that at the right time.

Eric Berridge

CEO and co-founder of Bluewolf, an IBM Company

Lead Management is very important part of the process. For anyone running Facebook Lead Ads I would recommend using this service.Get your...

Dirk Lo

How this fintech startup is improving content marketing and lead generation

Read more

I am agreeing with Mr. Tyron Hayes that a measured test-and-learn approach could be missing opportunities to not only better engage custo...

rush essay reviews

CMO interview: How Curtin University’s marketing chief is using test and learn to cope with complexity

Read more

Excellent!

Dr Sadasivan,US

Shakespeare shows data and creativity aren’t Montagues and Capulets

Read more

Great article! Agreed with all... Matthew Lerner, Deeps De Silva... When a company has a great product that solves customers needs, a gre...

James Tyler

Why marketers are embracing growth hacking techniques

Read more

Very good article, Social media analytics helps in problem identification. They can serve as an early warning system for negative custome...

BizVinu

Four ways to use social media to boost customer loyalty

Read more

Latest Podcast

More podcasts

Sign in