Customer Journey Analyst

CARSOME; Petaling Jaya; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading automotive service provider in Malaysia is seeking a Customer Insights Analyst to enhance customer service experiences. The role involves analyzing customer feedback and collaborating with various teams to identify service gaps and implement improvements. Ideal candidates will have strong analytical skills and experience in service operations. The position promises a dynamic environment where insights drive significant changes in service quality and customer satisfaction.

Qualifications

• Experience analysing after-sales or service operations feedback.
• Strong understanding of service recovery and customer expectations.
• Practical experience in service journey design and mapping.

Responsibilities

• Monitor and analyse customer feedback across service stages.
• Act as project lead or contributor for service experience initiatives.
• Lead structured case-sharing sessions focused on service recovery.

Skills

Analytical skills

Problem-solving

Service journey design

Cross-functional collaboration

Clear communication

Job description

About You

We are looking for a Customer Insights Analyst to support our Service Car business, focusing on service center and after‑sales experience. This role plays a critical part in identifying service gaps, recurring issues, and recovery opportunities to improve customer trust and long‑term satisfaction.

You’ll work closely with service operations, service centers, and CX teams to ensure customer feedback drives real service improvements.

Your Day-to-Day

Customer Feedback & Insights

• Monitor and analyse service‑related customer feedback across booking, diagnosis, repair, communication, and handover stages (NPS, CSAT, VOC).
• Identify recurring service issues, satisfaction drivers, and recovery trends.
• Prepare monthly VOC, service insights, and escalation reports.
• Validate insights with Aftersales Leaders and Service Center teams.

Project Leadership & Collaboration

• Act as project lead or contributor for service experience and CX initiatives.
• Support service improvement projects through data analysis, reporting, and tracking.
• Document project milestones, outcomes, and post‑implementation learnings.
• Collaborate with Product & Tech, Aftersales Service Leaders and Service Center Operations to improve service quality.

Case Sharing & Escalation Management

• Lead or support structured case‑sharing sessions focused on service recovery and escalations.
• Escalate systemic or recurring service issues with data‑backed recommendations.
• Track resolution progress and validate effectiveness of corrective actions.
• Maintain clear and consistent case documentation for accountability.

Your Know‑How

• Experience analysing after‑sales or service operations feedback.
• Strong understanding of service recovery and post‑purchase customer expectations.
• Practical experience in service journey design, including mapping service touchpoints, recovery flows, and handovers.
• Comfortable engaging and collaborating with cross‑functional teams, including Product & Tech, Aftersales Leaders and Service Center Operations, to improve service journeys and recovery outcomes.
• Able to manage multiple initiatives in a fast‑paced, cross‑functional, operations‑driven environment.
• Strong root cause analysis and problem‑solving skills.
• Clear, structured reporting and escalation documentation skills.
• Ability to handle sensitive customer issues professionally and objectively.