Assistant Manager, Customer Feedback Analytics

Location

Purpose

~ Comprehensively represent the “Voice of the Customer” end-to-end (sales, service, quality) by monitoring and measuring the customer experience. 

~ Conduct analysis of CX (Customer Experience) survey and operational data to uncover timely and impactful customer and dealer insights, trends, connections, gaps, issues, and opportunities, while developing scalable data tools and reports to improve dealer performance and customer satisfaction with sales, service, and product experiences.

~ Improve dealer performance and customer satisfaction by providing easily digestible and meaningful insights to management, partnering groups, and other departments across the HMA organization (management, regions, and dealers) to make meaningful changes improving the Customer Experience.

~ Support key decision-makers throughout the HMA organization by building predictive models, forecasts, and dashboards.

Major Responsibilities

~ Utilize a variety of data analysis tools to blend CX survey and operational data to transform raw data sets into clean, usable output data sets. Tools includes Excel, mTAB, SQL, Python, Tableau, and Alteryx.

~ Build and maintain reporting and develop continuous improvement and value-added solutions for management reports and presentations.

~ Design the visualization to explain complex analytical findings for weekly, monthly, and ad hoc reporting. Audience includes executive management, CXCM, national, region, district, and dealer.

~ Develop linear, sustainable workflows to track end-to-end customer touchpoints and maintain reporting for continuous improvement and value-added solutions for management reports and presentations.

Major Responsibilities (continued)

~ Assist in managing outbound data feeds by collaborating and coordinating with HAEA and survey vendors; requires in-depth understanding and validation of survey and operational data.

~ Assist in developing reports that provide consistent insight and visualization into dealer performance relative to KPIs and targets, and customer insights relative to sales and service experiences.

~ Support key decision-makers throughout the HMA organization by updating daily and bi-weekly reports and conducting ad hoc investigations and analyses.

~ Identify opportunities to use survey and operational data to improve customer experience across the HMA organization (management, regions, and dealer body). Scope includes proprietary tracking CX studies, syndicated studies, vehicle reviews, respondent- and dealer/district/region/national-aggregated data, verbatim/text comments, email metrics, and operational data (registrations, repair orders, training programs, warranty claims, recalls).

~ Develop, automate and document data-related processes and procedures that ensure consistent and well-informed decision-making, reporting and analysis; propose and implement enhancements to audit and streamline these processes and procedures.

~ Maintain department budget and manage supplier billings and agreements. Includes forecasting, managing accruals, and coordinating budget transfers and approvals. Responsible for department PR/PO documents associated with projects for survey delivery and enhancement.

Authority

~ Provide guidance to survey vendors and HAEA on query design, data architecture, and trouble-shooting outbound and inbound data feeds.

~ Review and then write SQL/Python code to surface insights, trouble-shoot data issues and identify areas for optimization.

~ Assist in handling supplier agreements and submitting departmental invoices through SAP.

~ Work independently – under pressure of deadlines – to handle multiple priorities, paying close attention to detail.

~ Serve as a representative of the Customer Feedback Analytics group as needed.

~ Provide guidance to Office of Customer Management, team members, survey vendors, and HAEA on query design, data architecture, and maintenance of data feeds and APIs, and serve as back-up for the customer feedback group as needed.

~ Leverage DocuSign for approval routing.

Education

Related Experience

~ Four to five years of experience in data analysis and reporting preferred.

~ Experience in data architecture and query design preferred.

~ Experience in text analytics and email metrics are a plus.

~ Experience in customer experience improvement and measurement a plus.

~ Automotive experience a plus.

Skills/Knowledge

~ Strong data fluency; background in analyzing and synthesizing disparate sets of data.

~ Excellent problem solving/critical thinking skills; able to effectively troubleshoot issues that arise by forming hypotheses and working independently and across teams to validate them.

~ Excellent verbal and written communications skills to allow effective interaction with various levels of the organization (team members, cross-functional groups, and suppliers).

~ Intermediate degree of proficiency in data analytics tools (SQL, Python, Tableau, Alteryx) for data mining/prep and report development.

~ Intermediate degree of proficiency in ERP software programs (SAP, Oracle).

~ High degree of proficiency in Microsoft Office (Excel, PowerPoint, Teams). 

Certification Required

~ N/A

Physical Requirements

Work Model

Compensation

Affilate

Benefits

Actual pay will be based on skills, experience and education. Our total rewards package includes base salary, bonus and benefits. Benefits include healthcare insurance (medical/prescription, dental, vision), 401(k) company match, a quarterly employer enhanced contribution, basic life insurance, short- and long-term disability, employee assistance program (work/life balance programs and confidential counseling), expert medical services (provider referrals, second opinion), business travel accident insurance, health advocacy (coordinate care and services, assistance with claim and billing issues, understanding Hyundai benefits), annual discretionary bonus, accrued vacation pay, company provided sick pay, vehicle lease program (monthly fee includes insurance and maintenance).