Ownership Experience Analytics Manager (m/w/d)

Hyundai Motor Company; Frankfurt; Hybrid; EUR 90.000 - 130.000; Vollzeit

Benefits dieser Stelle

Flexible working hours

Hybrid working policy

Continued learning and development

Car sharing and lease mobility program

Complimentary daily lunch

Subsidized breakfast options

Fitness facility access

International working environment

Zusammenfassung

Hyundai Motor Company seeks an Ownership Experience Analytics Manager to drive a seamless, premium ownership journey across Europe. You will lead end-to-end CX management, optimize customer journeys, and govern KPI frameworks across markets and dealer networks.

Ideally, you hold a Bachelor's in Economics/Business or related fields with 7–10 years in Market Research or Automotive Aftersales, strong data analytics, and experience with CX tools like Medallia, SPSS, and mTAB.

Qualifikationen

• Bachelor's degree or equivalent in Economics, Business, Marketing or related fields.
• 7-10 years of experience in Market Research and/or Automotive/Aftersales.
• Strong affinity and knowledge on data analytics, including AI.
• Advanced Excel and PowerPoint skills.
• Familiar with CX tools (Medallia, SPSS, mTAB).
• Proven experience leading CX programs in an international context.
• Experience in Customer Journey, NPS, VOC, Aftersales, Product/Service Management.
• Strong understanding of customer service, aftersales, and dealership environments.

Aufgaben

• Lead end-to-end customer experience (CX) management, including journey optimization and VOC analysis.
• Drive CX performance and governance with KPI frameworks and data integrity.
• Oversee CX platforms and digital transformation (e.g., Medallia) across markets.
• Deliver insights and reporting, analyzing trends and supporting decisions.
• Evaluate and implement innovative technologies, accelerating automation (AI, Power Automate).

Kenntnisse

CX management

Data analytics

Advanced Excel

PowerPoint

Stakeholder management

NPS

VOC

Ausbildung

Bachelor's degree or equivalent in Economics, Business, Marketing or related fields

Tools

Medallia

SPSS

mTAB

Jobbeschreibung

As the Ownership Experience Analytics Manager (m/w/d), you will drive a seamless, consistent, and premium ownership experience across European markets. Acting as a central interface between Customer Experience, Aftersales, Digital Services, and key customer touchpoints, you will unify customer insights, strengthen operational excellence, and align cross-functional teams to continuously improve the end-to-end ownership journey and increase customer satisfaction.

We want you:

• Lead end-to-end customer experience (CX) management, including customer journey optimization, VOC analysis, complaint handling, and cross-functional collaboration.
• Drive CX performance and governance, ensuring consistent KPI frameworks, data integrity, benchmarking, and clear performance targets across markets and dealer networks.
• Oversee CX platforms and digital transformation, including HCX development, onboarding of new business units, and enhancement of tools such as Medallia and VOC systems.
• Deliver insights and performance reporting, analyzing trends, monitoring NSC performance, and supporting strategic decision-making through structured reporting.
• Evaluate and implement innovative technologies, leading testing of new modules and accelerating automation initiatives (e.g., AI, Power Automate, call center solutions).

About you:

• Bachelor's Degree or equivalent in Economics, Business, Marketing or related fields
• 7-10 years of experience in related fields, such as Market Research industry and/or the Automotive industry/Aftersales Processes
• Strong affinity and knowledge on data analytics, including AI
• Advanced Excel and PowerPoint skills
• Familiar with CX tools (e.g., Medallia, SPSS, mTAB)
• Proven experience in leading CX programs in an international context (research, rollout, cross-market coordination)
• Experience in Customer Journey, NPS, VOC, Aftersales, Product/Service Management
• Strong understanding of customer service, aftersales, and dealership environments
• Excellent analytical and conceptual skills, with ability to translate insights into action
• Strong communication and stakeholder management across functions and markets
• Experience driving key KPIs (NPS, VoC, retention) and performance frameworks

We offer:

• A competitive salary and benefits package
• Flexible working hours and a hybrid working policy
• Continued learning and professional development
• Car sharing and lease mobility program
• Complimentary daily lunch at our canteen and subsidized breakfast options
• Complimentary fitness facility and the opportunity to join various sporting clubs
• Highly international working environment