European CX Insights & Journey Optimization Specialist

BYD EUROPE; Hoofddorp; On-site; EUR 48,000 - 72,000; Full time

Job summary

BYD Europe BV is seeking a Customer Experience Specialist to monitor and optimize customer journeys across sales and aftersales channels in Europe. You will leverage NPS, CSI, and DSE data to reduce friction and enhance brand consistency.

Responsibilities include tracking CX metrics, conducting RCA on detractors, managing closed-loop feedback, and collaborating with regional teams to drive CX improvements across Europe.

Qualifications

• Bachelor’s degree or above in Business Administration, Marketing, Data Analytics, or related fields.
• 2+ years in Customer Experience or related fields.
• Willingness to travel monthly across Europe.
• Proficiency with CX methods: NPS, Customer Journey Mapping, RCA.
• Strong English writing and speaking; additional European languages preferred.
• Proficient in Excel, Power BI, SPSS.

Responsibilities

• CX data analysis and insight generation.
• Track CX metrics across dealer networks and digital touchpoints.
• Conduct root-cause analyses on detractors.
• Manage closed-loop feedback and detractor recovery.
• Monitor progress on critical customer pain points.
• Collaborate with Sales, Aftersales, and Operations to fix issues.
• Sponsor CX turnaround initiatives for key dealers.

Skills

CX analytics

NPS framework

Data visualization

English (fluent)

Multilingual (FR/IT/DE/ES)

Education

Bachelor’s degree in Business/Marketing/Data Analytics

Tools

Excel

Power BI

SPSS

Job description

BYD Europe BV is seeking a Customer Experience Specialist to monitor and optimize customer journeys across sales and aftersales channels in Europe. You will leverage NPS, CSI, and DSE data to reduce friction and enhance brand consistency.

Responsibilities include tracking CX metrics, conducting RCA on detractors, managing closed-loop feedback, and collaborating with regional teams to drive CX improvements across Europe.