Customer Insights and Experience 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

Key responsibilities:

Customer Experience Strategy Development:

Develop a comprehensive customer experience strategy that aligns with the company's values, goals, and customer expectations. Ensure the customer journey across sales & service is seamless and exceeds customer expectations, leading initiatives to implement through the NSC and dealers.

Customer Journey Mapping:

Analyze and map the customer journey across various stages: from vehicle purchase to service and maintenance. Identify key customer touchpoints and work to enhance those experiences, whether it’s in the showroom, during test drives, or through after‑sales services. Work with cross‑functional teams (sales, service, parts, and finance) to ensure smooth integration and alignment of customer experience initiatives.

Customer Feedback:

Monitor and analyze customer feedback using surveys, reviews, social media, and direct communication to assess satisfaction levels and uncover areas for improvement. Track key metrics such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), to measure success and drive improvements.

Customer Insights:

Define and develop the necessary market research studies to provide the organization with relevant insights that guide marketing and commercial activities.Provide knowledge about customers’ behavior, expectations, usage, and attitudes to all commercial areas in order to build a consistent and strong brand in terms of customer satisfaction and brand perception.

Customer Retention and Loyalty Programs

Design customer retention strategies, including loyalty programs, special offers, and personalized follow-ups.

Promote programs that encourage repeat business, referrals, and long‑term relationships, such as maintenance packages or exclusive customer benefits.

Operational Process Improvement

Identify inefficiencies in operational processes (e.g., service booking, inventory management) that affect customer experience and work with relevant teams to implement solutions.

Ensure that service operations are optimized for convenience, speed, and quality, minimizing customer wait times and maximizing satisfaction.

Staff Training and Development

Provide insights to enrich the training programs to customer‑facing teams (sales staff, service advisors, technicians, etc.) on best practices for customer interactions and delivering exceptional service.

Promote a customer‑first mindset throughout the dealership or service center.

Collaboration Across Teams

Work closely with marketing, sales, and service teams to ensure consistency in customer messaging, promotions, and experiences.

Ensure alignment between customer experience strategies and operational goals, working with managers from different departments to drive holistic improvement.

Brand Alignment and Communication

Ensure the customer experience aligns with the brand’s values and messaging.

Develop communication strategies that clearly articulate the company’s value proposition to customers, fostering trust and brand loyalty.

Customer Experience Reporting and Analytics

Regularly report on customer experience metrics and key performance indicators (KPIs) to senior leadership.

Use analytics tools to measure the effectiveness of customer experience strategies and identify areas for improvement.

What we are looking for:

• Experience in improving the end-to-end customer experience
• Strong organizational and communication skills
• Ability to manage multiple priorities in a fast‑paced environment
• Proficiency in Microsoft Office and LMS platforms
• Fluency in English plus one additional European language (Hungarian, Dutch, German, French, Spanish, or Polish)
• Automotive or technical knowledge is considered an advantage

What we offer:

• Competitive salary and pension plan
• Commuting allowance
• Team‑building activities and company events
• A dynamic international environment
• The opportunity to contribute to Europe’s transition toward zero-emission mobility

About the department:

The BYD After Sales Service Center is responsible for service and maintenance operations for BYD electric vehicles across Europe. The department focuses on building a strong after‑sales network, delivering technical support and training, supporting spare parts operations, and ensuring excellent customer satisfaction and loyalty.