Customer Experience & Insights Manager

BYD Europe; Budapest (MO); Hybrid; USD 68,508 - 102,762; Full time

Benefits offered by this job

Competitive salary

Pension plan

Commuting allowance

Team-building activities

International environment

Zero-emission mobility

Job summary

BYD Europe is seeking a senior Customer Experience lead to develop and implement an end-to-end CX strategy across the after-sales network in Europe. You will map the customer journey, monitor feedback with NPS and CSAT, and partner with sales, service, parts, and finance to ensure a unified customer experience.

Responsibilities include creating insights from market research, collaborating with cross-functional teams, and promoting loyalty programs and exclusive customer benefits.

Qualifications

• Experience in improving end-to-end customer experience across channels.
• Strong organizational and communication skills in a fast-paced setting.
• Ability to manage multiple priorities with attention to detail.

Responsibilities

• Develop a comprehensive customer experience strategy aligned with BYD values and dealer network.
• Map the customer journey from sales to service and improve key touchpoints.
• Monitor feedback and metrics (NPS, CSAT) to drive improvements.
• Define market research to guide marketing and commercial activities.
• Design retention and loyalty programs to promote repeat business.

Skills

Customer experience

Cross-functional

Project management

Data analysis

English fluency

Tools

Microsoft Office

LMS platforms

Job description

BYD Europe is seeking a senior Customer Experience lead to develop and implement an end-to-end CX strategy across the after-sales network in Europe. You will map the customer journey, monitor feedback with NPS and CSAT, and partner with sales, service, parts, and finance to ensure a unified customer experience.

Responsibilities include creating insights from market research, collaborating with cross-functional teams, and promoting loyalty programs and exclusive customer benefits.