Commercial representative for the cross functional JLR Quality governance team who are responsible for defining and deploying strategic pillars of activity to address customer care and vehicle quality.

• Responsible for a team of 32 engineers and 4 managers in the UK and Overseas, delivering customer satisfaction campaigns and Technical service bulletins across multi- stakeholders groups, delivered to 2500 retailers in 5 global regions.• Responsible for the Engineering integrity of service fixes delivered through structured problem solving and validation of root cause analysis.• Responsible for Governance and operational delivery of JLR's Software Over the Air program (SOTA) activities delivering Customer Satisfaction campaigns across the entire JLR vehicle parc.• Responsible for defining and delivering the Diagnostics over the Air (DOTA) workstream for Customer service quality and defining the response mechanism within JLR • Responsible for leading delivery, data integrity and reporting on corporate scorecard KPI’s metrics to board level directors.• Delivery of continuous improvement activities identifying and optimising value add (VA), essential value add (EVA), and eliminating non-value add (NVA) processes to increase departmental efficiencies.• Coach and mentor for Chartered Engineering candidates through the IMechE MPDS process

- Evaluate viability of requested campaigns (approval, deployment and launch)- Lead the effective communication, teamwork and reporting between all stakeholders in the FSA process- Manage the communication process, ensuring provision of critical repair information to retail operations, market importers and National Sales Companies (NSCs)- Ensure process adherence during all phases (planning, launch, execution, maintenance, closure) of Service and Recall actions- Manage financial control of approvals, monitor and control spend, identify financial risk and take appropriate action to remedy

- Manage a vehicle line team to deliver on going improvements in dealer Right First Time Repair capability through rapid resolution of product concerns. - Lead the investigation of issues reported by Dealer’s and NSC/Importer markets and define them in a manner such that a fix can be developed or clear advice offered. - Lead the repair development and communication process associated with fixes- Lead the development of repair procedures associated with Field Service Actions. - Support Engineering and Manufacturing teams in developing an understanding of root cause. - Support GDTS in resolution of individual technical assistance cases and lead the collation of cases reported as unfixable for escalation within Engineering and Manufacturing.- Support TVM Repair; Optimisation and FRED activities to minimise warranty spend - Monitor and report issues meeting Quicker Service Fix issues (QSF) criteria. - Drive closure of QSF issues in engineering fix development phase Provide strong VOC input to PVT Provide interface to markets for vehicle line product concerns

- Coach and mentor senior leaders within PD to deploy Lean 6-Sigma, 8D and any other suitable problem solving approaches - Use statistical analysis techniques to assist component design strategies for Chassis engineering- Provide technical assistance to organisations and assist Project Champions, Process.Owners and Black Belts/problem solvers with project selection and scoping, and leadership of Mega projects- Determine the correct strategies to use 6-Sigma and other methods to address complex customer satisfaction issues, working closely with VRT leaders- Coach and mentor Black Belts and work with other Master Black Belts to maximize organisational understanding of robust problem solving- Provide liaison within and between other CoC's on operational excellence best practices synergies- Develop plans to address lessons learned and to transfer knowledge- Align validation procedures to the voice of the customer more effectively – i.e Excitation testing