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Customer Experience Strategist

vor 2 Monaten

Offenbach, Hessen, Deutschland Hyundai Vollzeit
We're seeking a Customer Journey Manager to lead our Customer Care Center and Call Center implementation.

As a key member of our team, you'll be responsible for auditing and mapping customer journeys across all channels, defining and shaping our customer experience strategy, and developing high-level capability roadmaps.

Requirements:

We're looking for a professional with a university degree in psychology, cognitive science, or a related field, and hands-on experience with qualitative research, including study design, recruiting, moderation, analysis, and reporting.

What We Offer:

As a Customer Journey Manager at Hyundai, you'll enjoy a high degree of creative freedom, opportunities for further training and development, and a dynamic company structure with short decision-making processes.

Key Responsibilities:

• Lead the implementation of the Customer Care Center and Call Center
• Develop and maintain customer journey maps across all channels
• Define and shape the customer experience strategy
• Develop high-level capability roadmaps
• Supervise tasks such as reporting, optimizing, testing, and validating existing customer journeys
• Implement multi-variant testing programs and use customer insight and data to define new customer experiences