Assistant Manager, Customer Data Analytics

Location

Purpose

• Use advanced knowledge to provide oversight and guidance for data analysts in the Customer Data Analytics group. The role of this team is to convey the status of the Call Center (Tier 1), National Consumer Affairs (NCA, Tier 2 and 3), and Buyback (collectively known as “Customer Connect”) operations and customer satisfaction in an accurate and efficient manner. This team supports management by providing business recommendations through data analysis and visualizations to improve the Hyundai customer experience, support customer loyalty, retention, and other corporate objectives.
• This position is responsible for leading and guiding the reporting of Customer Connect metrics, goodwill offerings, vehicle repurchases, and other departmental programs. This is a functional manager role and position will need to be able to step in and provide reporting and analytics as needed.
• Develop and implement advanced analytics solutions to drive actionable insights and support strategic decision-making. Leveraging statistical techniques and predictive modeling to discover actionable insights to elevate customer experience.
• Analyze Customer Connect key metrics to identify problems in the customer experience. Recommend solutions to program managers and support implementation and tracking of changes.
• This position is responsible for oversight and direction of reporting and visualization with the goal of elevating the quality of analytics and reporting within the group.
• Lead data improvement projects to increase accuracy and speed of reporting and analysis.
• Partner with internal departments and external vendors to create, execute and monitor programs.
• Serve as point person and lead for department data collaboration and training.
• Cross train with and support other Customer Connect Data Analytics roles.
• Participate, represent CX, and contribute to internal cross-functional analytics and operation meetings. (i.e.. Data Intelligence Group (DIG), and Officer of Customer Management Enterprise (OCMe) meetings.

Major Responsibilities

• Exercise discretion to oversee, guide/lead analysts in group.
• Provide thought leadership and direction for improving analytics, reporting and visualizations.
• Report, visualize and analyze Customer Connect operational data accurately and efficiently. Identify trends and uncover insights on opportunities for brand building, operational efficiencies, and system/customer/dealer enhancements to improve the customer experience.
• Develop/Support complex predictive modeling projects and overseeing the implementation of advanced analytics solutions.
• Work as the voice of the customer. Relay top customer experience complaints to the appropriate departments and collaborate with other HMA teams to increase customer satisfaction scores (SSI, CSI, IQS, VDS) and reduce buybacks.
• Identify process opportunities, recommend solutions, and lead improvement projects. Work to identify and classify every Hyundai vehicle owner, driver, servicer into a consolidated data source supplemented with other data to fully define the relationship of the customer to Hyundai.
• Identify, integrate and verify of all current and future data sources necessary to support the business needs of all customer facing applications and programs. Lead automation efforts.
• Review and deliver daily/ weekly/ monthly reports for each key operational area. Assist in preparation as needed.
• Review and deliver quarterly business reports for management. Assist in preparation as needed.
• Participate in and deliver Customer Connect call center training sessions for CRM and file handling processes. Collaborate with Call Center leaders on the update of knowledge base answers.
• Manage requests for ad hoc reports and analysis as requested by management. Assist in creation as needed.
• Complete special projects, assignments or tasks as deemed appropriate and assigned by management.
• Budget/Vendor management within practice area as needed.
• Support all HMA, Division and department goals.

Major Responsibilities (continued)

Authority

• Independently review and approve deliverables from external suppliers and internal support departments, including but not limited to: reports, analysis, and presentations. Involve department manager as needed.
• Independently train new data team members.
• Provide team feedback and oversight.
• Budget oversight and approval as appropriate for level.

Education

Related Experience

• Five or more years of experience in a similar field preferred.
• Experience with data reporting, analytics and visualization required.
• Automotive industry and customer satisfaction experience a plus.

Skills/Knowledge

• Excellent knowledge of Word, Excel, PowerPoint, and other windows-based computer programs.
• Proficient in/ ability to quickly learn data prep, analytics, visualization tools and languages like: Alteryx, Tableau, Python, R, and SQL.
• Ability to quickly grasp and fully utilize specialized programs such as Siebel CRM and QMF programs.
• Proven experience in predictive analytics initiatives and projects.
• Advanced proficiency in statistical analysis and predictive modeling techniques.
• Analytical and detail oriented.
• Creative problem solver with a passion for continuous improvement.
• Self-motivated, high initiative, proactive, and works well independently.
• Works effectively in teams, including colleagues, cross-functional groups, and suppliers.
• Ability to work under pressure of deadlines and handle multiple priorities.
• Excellent oral and written communication/ presentation skills
• Excellent time management, organization, and follow-up skills
• Willingness to learn new programs and share learning with others.

Certification

• N/A

Physical Requirements

Work Model

Affiliate

Compensation

Benefits

• Monthly Hyundai/Genesis vehicle lease allowance (including insurance and maintenance)
• Holiday Pay - the company shuts down with pay between Christmas and New Years.
• Vacation and sick time off
• Healthcare insurance (medical, dental, and vision)
• 401(K) company match
• Additional 401(K) Employer Enhanced Contribution program – eligible after 1 year of employment, in addition to the regular employer matching contribution
• Basic life insurance, short- and long-term disability
• Mental health, wellbeing, and employee assistance program
• Health advocate (coordinate care and services, assistance with claim and billing issues, understanding Hyundai benefits)