Ownership Experience Analytics Manager (m/w/d)

Hyundai Motor Company; Frankfurt; Hybrid; EUR 90.000 - 120.000; Vollzeit

Benefits dieser Stelle

Hybrid work

Professional development

Car sharing

Lunch on site

Gym access

International team

Zusammenfassung

Hyundai Motor Company is seeking an Ownership Experience Analytics Manager to unify customer insights and drive premium ownership across European markets. You will bridge Customer Experience, Aftersales, Digital Services and dealer networks to improve the end-to-end journey and customer satisfaction.

You will lead CX programs across multiple markets, oversee platforms like Medallia, and accelerate automation and AI-driven improvements while delivering structured performance reporting.

Qualifikationen

• Bachelor's degree in Economics, Business, Marketing or related fields.
• 7–10 years in Market Research or Automotive/Aftersales.
• Strong data analytics and AI knowledge.
• Advanced Excel and PowerPoint skills.

Aufgaben

• Lead end-to-end CX management across the ownership journey.
• Drive CX performance with KPI frameworks, data integrity and benchmarking.
• Oversee CX platforms and digital transformation (HCX, Medallia, VOC systems).
• Deliver insights, monitoring trends, NSC performance, and reporting.

Kenntnisse

CX management

Data analytics

AI familiarity

Excel

PowerPoint

Medallia

VOC systems

Stakeholder management

NPS

Market research

Ausbildung

Bachelor's degree

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 to:

• 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