Aktuelle Jobs im Zusammenhang mit Director of Customer Experience - Offenbach, Hessen - Hyundai

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Director of Customer Experience

vor 2 Monaten

Offenbach, Hessen, Deutschland Hyundai Vollzeit
We are seeking a Director of Customer Experience (m/f/d) Responsibilities: Conducting comprehensive audits and mapping of customer interactions across various channels, with a strategic focus on shaping the overall customer experience across all platforms and systems. This includes the creation of high-level capability roadmaps. Serving as a liaison among different functional and departmental teams. Defining and overseeing the Customer Care Center and the implementation of the Call Center. Gathering customer feedback and establishing plans for resolution. Measurement plays a vital role in this position, involving tasks such as reporting, optimizing, testing, and validating existing customer journeys, implementing multi-variant testing programs, and leveraging customer insights and data to develop new customer experiences. Candidate Profile: A minimum of 7-8 years of professional experience in sectors such as e-commerce, retail, consumer products, or market research, with a background in leading customer research initiatives. Practical experience in all facets of qualitative research (study design, participant recruitment, moderation, analysis, reporting), utilizing various methodologies (e.g., in-depth interviews, focus groups, online communities, diary studies, and usability testing). A degree or equivalent qualification, preferably in psychology, cognitive science, Human Factors, or a related discipline. At least 3 years of experience in a managerial role, overseeing team members. Proven ability to meet challenging deadlines and produce high-quality deliverables on time, including the rapid turnaround of study plans and reports. Experience in quantitative research, particularly in survey design. Strong analytical capabilities, meticulous attention to detail, and sound business judgment. A self-motivated individual who can adapt to a fast-paced and evolving environment. Exceptional communication, presentation, and interpersonal skills; capable of conveying complex ideas clearly and persuasively to diverse audiences across various organizational levels. Perks:

You will receive a competitive compensation package, including:

Flexible working hours and a hybrid work arrangement. Opportunities for continuous learning and professional development. Car sharing and leasing mobility programs. Complimentary daily lunch at our cafeteria. Access to fitness facilities and company-sponsored sports activities (such as tennis, soccer, yoga, etc.).