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
Error: Please check your email address.
Show Comments

Blog Posts

Social purpose: Oxygen for your brand health vitals

If trust is the new currency, then we’re in deep trouble. Here's why.

Carolyn Butler-Madden

Founder and CEO, Sunday Lunch

Customer experience disruption: Healthcare faces a bitter pill

Over the past decade, disruptors such as Amazon, Apple and Australia’s Atlassian have delivered technology enhanced customer experiences, which for the most part, have improved customers’ lives and delivered unparalleled growth. Can they do the same for healthcare?

Alex Allwood

Principal, All Work Together

How can a brand remain human in a digital world?

Some commentators estimate that by 2020, 85 per cent of buyer-seller interactions will happen online through social media and video*. That’s only two years away, and pertinent for any marketer.

James Kyd

Global head of brand strategy and marketing, Xero

I have a friend from LA, he went to Australia two years ago and said me that it was very cool, but very expensive. People don't earn enou...

Rental24hAustralia

Tourism Australia flexes brand awareness, sets sights on US traveller market

Read more

https://bit.ly/2qLgzmR Transform your life a proven digital blueprint

Okitoi Steven

How this banking group tackled a digital marketing transformation

Read more

Its great to hear that companies including JCDecaux, oOh!media, Omnicom and Posterscope Australia have all partnered with Seedooh inorder...

Blue Mushroom Infozone Pvt Ltd

Out of home advertising companies strive for greater metrics and transparency

Read more

Much ado about nothingAnother fluff piece around what it could possibly do rather than what it is doing

gve

How AMP is using AI to create effortless ‘experiences’

Read more

is it true that Consumer expectations are also changing as a result. If we trust someone with our data there is also an expectation that ...

Sunita Madan

Society will decide where digital marketing takes us next: Oracle

Read more

Latest Podcast

More podcasts

Sign in