Assistant Manager, Customer Insights

Location

Purpose

~ The Assistant Manager will have a key role in defining, implementing, enhancing, and evolving our Customer Feedback programs for product quality and customer care.

~ Comprehensively represent the “Voice of the Customer” (product quality and call center) by monitoring and measuring the customer experience to identify trends, connections, gaps, issues, and opportunities. 

~ Assist in managing the administration of customer satisfaction survey programs (product quality and call center) and business partner relationships to ensure timely, accurate and actionable feedback, RFP creation, vendor selection, contracting, and program execution through all channels.

~ Collaborate with HMNA Quality and Customer Care groups to make meaningful changes to drive Customer Experience improvements. Connect insights – within and across studies – to develop actionable implications.

Major Responsibilities

~ Identify opportunities to use survey and operational data to improve the customer experience across the HMNA organizations (product quality and call center). Scope includes proprietary tracking CX studies, syndicated studies, vehicle reviews, verbatim/text comments, email metrics, and operational data (registrations, repair orders, training programs, warranty claims, recalls).

~ Assist in leading the identification, assessment and improvement of existing survey operational processes, workflows and systems to maximize productivity and data quality.

~ Proactively review “Voice of the Customer” data and identify opportunities to improve the Customer Experience across the customer journey; share this information with internal stakeholders and track their implementation progress.

Major Responsibilities (continued)

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

~ Implement quality control measures to ensure accurate data collection and delivery, taking necessary steps to address and/or escalate issues or anomalies.

~ Support key decision-makers throughout the HMNA organization by conducting ad hoc investigations and analyses.

~ 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.

~ Participate in vendor meetings and presentation, offering insights on survey design, sampling and data collection methodologies

~ Participate in special projects and performs other duties as assigned.

Authority

~ Solicit and respond to the needs of internal and external stakeholders, communicating project details/issues.

~ Ensure accuracy and completeness of deliverables provided by survey vendors.

~ Provide guidance and troubleshooting to survey vendors and HAEA on data architecture (e.g., outbound and inbound data feeds).

~ Assist in handling supplier agreements and submitting departmental invoices through SAP. Manage project budgets and coordinate with internal partners accordingly.

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

~ Leverage DocuSign for approval routing.

Education

Related Experience

~ 3+ years of experience in a customer insights/market research/strategy or similar consulting role preferred.

~ Supplier-side research or managing supplier-side partnership experience a plus.

~ Experience in handling a variety of research projects (customer satisfaction, tracking studies, and segmentation) preferred.

~ Experience in customer experience improvement and measurement a plus.

~ Automotive experience a plus

Skills/Knowledge

~ Knowledge of data architecture, survey data, sampling, and sample performance metrics are a plus.

~ 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).

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

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

Certification

~ N/A

Physical Requirements

Work Model

Affiliate

Compensation

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).