Customer Journey Strategy Specialist (m/w/d)

GENESIS MOTOR EUROPE GmbH; Deutschland; Hybrid; EUR 70,000 - 110,000; Full time

Benefits offered by this job

Competitive salary

Hybrid remote work

Mobility program (car sharing)

Free lunch & subsidized breakfast

Gym access

Family support programs

Capital forming benefits

International environment

Job summary

Hyundai Motor UK Ltd. is seeking a Customer Journey Strategy Specialist to support the development of exceptional, consistent customer experiences across European markets.

You will translate insights into actionable business requirements and collaborate with Sales, Marketing, CRM, Digital, and Aftersales to embed CX thinking across processes. The role emphasizes data-driven insights, market benchmarking, and alignment with regional strategies, with flexible hybrid working and a focus on

Qualifications

• Bachelor’s degree in Business Administration, Marketing, or equivalent.
• 4+ years of experience, including 2 years in customer journey project management.
• Understand the automotive customer journey, especially the digital journey.
• Experience with CX KPI reporting and management.
• Experience working within a multi-NSC organisation and cross-functional data gathering.
• Demonstrate planning, alignment, and stakeholder balancing.
• Strong data management, project tracking, reporting, and project communications management.

Responsibilities

• Design and develop end-to-end customer journeys across digital and physical touchpoints.
• Identify pain points, moments that matter, and opportunities to simplify the premium CX.
• Define CX principles and KPIs for European markets.
• Contribute to CX benchmarking and best-practice analysis.
• Collect and synthesize insights from Voice of Customer, NPS, CRM, and other data sources.
• Analyze qualitative and quantitative data to identify trends and root causes.
• Translate insights into clear recommendations, business requirements and initiatives.
• Support reporting and presentations for management insights.
• Collaborate with Sales, Marketing, CRM, Digital, Aftersales, and Retail/Studio Ops to embed CX thinking.

Skills

Data management

Project tracking

Reporting

Stakeholder management

Cross-functional collaboration

Education

Bachelor’s Degree in Business Administration/Marketing

Job description

Customer Journey Strategy Specialist (m/w/d) Customer Journey Strategy Specialist (m/w/d) Job Description

Role Summary:

As a Customer Journey & Business Strategy Specialist (m/w/d), you will support the development of an exceptional, consistent and differentiated customer experience across European markets. You will help understand how customers interact with the brand across the complete journey, from initial consideration and digital interaction through purchase, ownership and aftersales. You will support customer journey development, customer insights and analytics, business strategy projects, and cross-functional collaboration across European markets.

We want you to:

• Support the design and continuous development of end-to-end customer journeys across digital and physical touchpoints.
• Identify customer pain points, moments that matter and opportunities to simplify and enhance the premium customer experience.
• Support the definition of CX principles and KPIs across European markets.
• Contribute to European and international CX benchmarking and best-practice analysis.
• Collect and synthesize insights from Voice of Customer, NPS, CRM, customer contact centre, sales and other available data sources.
• Analyse qualitative and quantitative information to identify trends, root causes and improvement opportunities.
• Translate customer insights into clear recommendations, business requirements and improvement initiatives.
• Support reporting and presentations that turn complex customer information into clear management insights.
• Support the development of customer-focused business strategies, strategic projects and new business initiatives.
• Conduct market, customer and competitor research to identify emerging trends and opportunities.
• Support strategic analysis and the development of business cases, presentations and recommendations for management.
• Coordinate activities, milestones and deliverables across projects, ensuring structured follow-up and execution.
• Help connect customer experience improvements with wider commercial and business objectives.
• Work closely with Sales, Marketing, CRM, Digital, Aftersales, Retail/Studio Operations and other functions to embed customer-centric thinking into business processes.
• Collaborate with European markets to understand local requirements while supporting a consistent regional customer experience.
• Support workshops, CX committees and cross-functional task forces.
• Act as an advocate for the voice of the customer, helping strengthen a customer-first mindset across the organisation.

About you:

• Bachelor’s Degree in Business Administration, Marketing, or equivalent.
• 4+ years of experience, including 2 years of experience in customer journey project management.
• Understand the automotive customer journey, with a focus on the digital journey.
• Have experience with CX KPI reporting and management.
• Have experience working with a multi-NSC organisation and cross-functional collaboration for data gathering.
• Demonstrate planning and alignment, organisational savvy and the ability to balance stakeholders.
• Bring skills in data management, project tracking and reporting, and project communications management.
• Bring experience working within a multi-NSC organisation and collaborating cross-functionally to gather data.
• Demonstrate strong data management, project tracking, reporting and project communication skills.

Rewards and Benefits

• A competitive salary and benefits package
• Flexible working time: Position is open to both full-time (100%) or part-time (80%). We welcome applications for both.
• Hybrid remote working policy and flexible working hours.
• Car sharing and family lease mobility program
• Complimentary daily lunch at our canteen and subsidized breakfast options
• Complimentary gym access and the opportunity to join various sporting clubs
• Family Support Programs
• Capital Forming Benefits Support
• Highly international working environment

Information at a Glance Posting Start Date: 06/11/2026 Location: Germany Level of Experience: Mid-Career Employment Type: Permanent Function: Customer Experience Innovation & Digitization Subfunction: Customer Experience Innovation & Digitization