Beschreibung

As the Head of Ownership Experience, you will shape Hyundai Motor Europe's strategy to enhance customer satisfaction by integrating insights, driving operational excellence, and implementing standardized processes across all European markets.

Anforderungen

• •8–10 years of experience in Customer Experience (CX), Customer Service (CS), Aftersales, and insights leadership roles
• •Master’s Degree or equivalent level
• •Proven ability to translate customer insights into strategic and operational action plans
• •Strong leadership, collaboration, and communication skills
• •Hands-on experience with CRM and CX/CS tools
• •Passion for delivering exceptional customer experiences
• •Skilled in developing talent and managing performance
• •Strong interpersonal and social capabilities
• •Confident in presenting and public speaking

Aufgaben

• •Establish a unified customer feedback ecosystem
• •Integrate diverse data streams for a comprehensive customer view
• •Conduct in-depth concept analysis to identify trends and pain points
• •Translate insights into recommendations for executive strategy
• •Design and implement EU standard processes for contact centers
• •Establish harmonized complaint-handling guidelines
• •Define and own Net Promoter Score (NPS) targets
• •Monitor NPS performance and lead improvement initiatives
• •Act as a central liaison between NSC and corporate headquarters
• •Align customer insights with operational strategies
• •Direct strategic enhancements for key CX platforms
• •Lead testing of new modules for CX systems
• •Champion knowledge-sharing initiatives and training programs
• •Oversee onboarding of new markets for market autonomy
• •Create and distribute monthly HCX reports for executive leadership
• •Integrate market initiatives and performance metrics into reports

Tools & Technologien

Benefits