Customer experience analyst (m/f/d)

Customer Experience Analyst (m/f/d)

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Responsibilities

• Collect, consolidate, and analyze customer feedback from multiple channels (, mobile app, in car systems, surveys, social media) to identify patterns, themes, and critical issues
• Categorize and prioritize issues according to severity and business impact; coordinate follow-up actions, maintain tracking records, and support escalation procedures
• Build and maintain a process and tool chain in SharePoint/Power BI to ensure traceable issue handling
• Prepare reports and presentations for R&D, product management, and quality teams, ensuring feedback is actionable and traceable
• Collaborate closely with cross-functional teams, including engineering, product, customer experience, and international partners
• Assist in the development and continual improvement of quality processes, feedback loops, and knowledge-sharing within the team
• Ideally, support integrating survey feedback into existing backend systems, including understanding of working with APIs to connect data flows smoothly

Profile

• Bachelor’s or Master’s degree
• Experience integrating data and databases, with a focus on AI applications and modern programming
• Experienced with data analysis tool & report setting
• Hands on experience with Microsoft Power BI
• Familiar with reporting and analytics tools such as Excel, BI, CRM, or ticketing systems such as JIRA or Salesforce
• Experience with survey and feedback platforms
• Structured, solution-oriented mindset
• Strong communication skills in English; German or Chinese are a plus
  

Benefits

• Fast and transparent application process
• Interviews directly with the department you will be working with
• Individual all-round support during your assignment with our customer 
• Free access to the learning platform GoodHabitz with over 100 courses
• Flexible working time account and 30 days of paid leave