Head of Customer Journey - Offenbach, Deutschland - Hyundai

Hyundai

Geprüftes Unternehmen

Offenbach, Deutschland

vor 1 Woche

Geschrieben von:

Lena Wagner

beBee Recruiter

Beschreibung

WELCOME TO GENESIS MOTOR EUROPE
We are Genesis. In our world, we are customer-oriented; there is no compromise.

We constantly think about how we can find the perfect balance between the needs of our consumers and the technological feasibility, and strive for innovation, by closely observing the expectations of our customers and realizing ambitious technological developments.

Become part of our story and join our international team in Offenbach/Main

Head of Customer Journey (M/F/d):

We are currently looking for a Head of Customer Journey (M/F/d):

_Tasks:

_:

Auditing and mapping of all customer journeys across all channels, strategic view is a key part of the work to define and shape the customer experience strategy across all touch points, platforms and systems. Further to this is the development of highlevel capability roadmaps
The role is acting as the glue between different functional and departmental units
Definition and responsibility of the Customer Care Center and the Call center implementation
Collection of customers complaints and definition of mitigation plans.
Measurement is also a crucial piece of the responsibilities, including tasks such as reporting, optimizing, testing and validating existing customer journeys, implementing multivariant testing programs, and using customer insight and data to define new customer experiences

_About you:

_:

Minimum of 78 years of professional experience in areas such as internet, retail, consumer goods or research firms, with experience leading customer research projects
Handson experience with all aspects of qualitative research (study design, recruiting, moderation, analysis, reporting), using a range of techniques (e.g. depth interviews, focus groups, online communities, diary studies and usability research)
A Graduate or equivalent degree, ideally in psychology, cognitive science, Human Factors, or related field
At least 3 years experience managing others in a line management capacity
Ability to meet ambitious deadlines and deliver highquality work on schedule, including quickly turning around study plans and reports
Quantitative research experience, particularly survey design
Strong analytical skills, excellent attention to detail and good business judgment
Selfstarter who possesses flexibility to work in a fastchanging environment and ambiguous situations
Excellent communication, presentation and interpersonal skills; the ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization

_Benefits:

_:

You'll enjoy a competitive salary, plus:

Flexible working hours & hybrid work policy
Continued Learning and Professional development opportunities
Car sharing and lease mobility program
Daily free lunch at our canteen
Complimentary fitness facility and company sports activities (tennis, soccer, yoga etc.)

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