Customer Experience Analyst will be responsible for understanding our customers’ needs and translating these into actionable insights for business improvement. The role involves analyzing data, understanding customer behavior, and making recommendations for improvements.
Key Tasks:
- Collect and analyze customer feedback to identify customer needs and expectations. Identifying pain points in the customer journey and proposing solutions to improve customer satisfaction.
- Translate customer insights into actionable recommendations for product, marketing, and service improvements. Cooperate with customer experience related positions, convert market needs to product management and VCTC.
- Analyze project progress and, when necessary, adapt scope or timeline to achieve optimal results.
- Evaluate potential problems and technical hitches and align internally for possible solutions. Monitor and report on customer experience metrics and trends.
- Report project risks and outcomes to related team members, and escalate issues according to project work plan.
- Follow guidelines, policies to identify and assess customers’ needs to achieve customer satisfaction goals. Collect and analyze customer feedback to identify trends and insights that can be used to improve products or services.
- Identify patterns, predict trends and outcomes in customer behavior. Participate in designing and conducting market research to keep up-to-date with customer service trends and best practices.
- Assist in the design and execution of customer retention strategies. Support other BU members on customer satisfaction topics.
- Develop and implement customer satisfaction metrics and tracking systems together with the rest of team members.
- Participate in meetings related to customer experience conducted by other departments including other entities.
Qualification and skills required for the position:
- Msc or Bsc BSc degree in Business, Marketing, Economics, or related field.
- Proven experience as a Customer Experience area or similar role.
- Strong analytical and problem-solving skills.
Excellent communication and presentation skills.
Experience with customer relationship management (CRM) systems.
Proficiency in Microsoft Office Suite and statistical analysis software.
Knowledge of customer service practices and principles.
Qualification and skills required for the position:
Bachelor Degree in Engineering or other higher technical education:
Preferably in Mechanical or automotive engineering.
Minimum of 1 years in the Automobile Manufacturing in the areas of: Production, Development and Quality.
Specific training in the manufacture of cars in the Assembly area
Quality manufacturing technics: 5S, Kai-Zhen, Poka-Joke,..
Fluent in English; German is a plus
Knowledge in Statistical Tolerance Analysis, Wheel alignment, MTM……
Detailed knowledge about production and supplier quality
Problem solving and process diagnosis abilities
Proficient with Word, excel and PowerPoint…
High degree of responsibility
Detail observer