Role Summary:
As the Ownership Experience Analytics Manager (m/w/d), you will drive a seamless, consistent, and premium ownership experience across European markets. Acting as a central interface between Customer Experience, Aftersales, Digital Services, and key customer touchpoints, you will unify customer insights, strengthen operational excellence, and align cross-functional teams to continuously improve the end-to-end ownership journey and increase customer satisfaction.
We want you to:
* Lead end-to-end customer experience (CX) management, including customer journey optimization, VOC analysis, complaint handling, and cross-functional collaboration.
* Drive CX performance and governance, ensuring consistent KPI frameworks, data integrity, benchmarking, and clear performance targets across markets and dealer networks.
* Oversee CX platforms and digital transformation, including HCX development, onboarding of new business units, and enhancement of tools such as Medallia and VOC systems.
* Deliver insights and performance reporting, analyzing trends, monitoring NSC performance, and supporting strategic decision-making through structured reporting.
* Evaluate and implement innovative technologies, leading testing of new modules and accelerating automation initiatives (e.g., AI, Power Automate, call center solutions).
About you:
* Bachelor's Degree or equivalent in Economics, Business, Marketing or related fields
* 7-10 years of experience in related fields, such as Market Research industry and/or the Automotive industry/Aftersales Processes
* Strong affinity and knowledge on data analytics, including AI
* Advanced Excel and PowerPoint skills
* Familiar with CX tools (e.g., Medallia, SPSS, mTAB)
* Proven experience in leading CX programs in an international context (research, rollout, cross-market coordination)
* Experience in Customer Journey, NPS, VOC, Aftersales, Product/Service Management
* Strong understanding of customer service, aftersales, and dealership environments
* Excellent analytical and conceptual skills, with ability to translate insights into action
* Strong communication and stakeholder management across functions and markets
* Experience driving key KPIs (NPS, VoC, retention) and performance frameworks
We offer:
* A competitive salary and benefits package
* Flexible working hours and a hybrid working policy
* Continued learning and professional development
* Car sharing and lease mobility program
* Complimentary daily lunch at our canteen and subsidized breakfast options
* Complimentary fitness facility and the opportunity to join various sporting clubs
* Highly international working environment