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- 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 high-level 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 multi-variant testing programs, and using customer insight and data to define new customer experiences
- Minimum of 7-8 years of professional experience in areas such as internet, retail, consumer goods or research firms, with experience leading customer research projects
- Hands-on 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 high-quality 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
- Self-starter who possesses flexibility to work in a fast-changing 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
- 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.)
Head of Customer Journey - Offenbach, Deutschland - Hyundai
Beschreibung
We are currently looking for a Head of Customer Journey (m/f/d)
Tasks:
About you:
Benefits:
You'll enjoy a competitive salary, plus: