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 newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.
Show Comments

Blog Posts

Data has the power to build or burn brands

A brand can be severely wounded by use or misuse of any of its assets and you could say data has the greatest power of all to inflict damage.

Lucy Acheson

Head of data strategy and customer experience, LIDA

Totto and your inorganic future

At Cannes Lions this year we’ve been treated to many artificial intelligence (AI) insights. It’s one of the major discourses of our time.

Richard Brett

CEO, opr

Personas of one and the rise of ‘always there’ marketing

I’ve got some bad news. The ‘always on’ marketing approach that many companies have only just fully implemented is already out of date.

Nigel Roberts

Founding partner and strategy lead, Yell

I am a new satisfied customer with the cryptodriven darkwebsolutions company, they helped me with a very efficient crypter for my company...

Yusef

The CX thinking behind Westfield A/NZ's new brand and digital identity

Read more

I enjoyed reading your article. It all starts from creating a persona of your ideal customer. Once you understand the needs then you can ...

Ardie Cash

4 skills needed for a marketer to sit on boards

Read more

A very prestigious list. Cant wait to see who ends up in this years list. Cheers!!

Diganto

CMO50 2018 is now open for submissions

Read more

Hi, where can I read about the results of the recent Salesforce Digital Advertising 2020 report? I would very much like to look at the an...

Milla Cross

Salesforce chief strategy officer: Why it’s a transformative time for customer service

Read more

I have had that scenario with the mail happen so many times! I never thought anything of it, maybe because I have become desensitized. I ...

Diana Da Silva

Data has the power to build or burn brands - Data-driven marketing - CMO Australia

Read more

Latest Podcast

More podcasts

Sign in