Are you experienced in Customer Data/analysis or a graduate looking for your first step into the world of Customer Experience – Customer Experience Executive?!
Purpose of role:
To derive actionable insights from reviews and survey data enabling actions to maximise customer experience and increase loyalty and advocacy.
Main Responsibilities:
- Support the delivery of programmes concerned with measuring the Kia Customer Experience including:
- Design and delivery of Internal surveys: Sales, Service, Product, and Test Drive
- Day to day management and optimisation of the Reptuation CX Dashboard
- Monthly KPI reporting
- Implement initiatives designed to improve the Kia Customer Experience:
- Delivery of monthly and ad hoc UK Survey Action Plans – Reporting to Kia Europe
- Development of quarterly Customer Experience Management meetings including analysis of internal and external survey and review data.
- Customer journey mapping (reviewing all customer touchpoints to identify pain points)
- Providing data to support the CEIMs (Customter Experience Improvement Managers) in the design and delivery of the CX Improve programme
- Improve customer data through surveys by liaising with the Digital & Data Solutions team to ensure alignment with current CRM and Support production of Customer Experience communications, including Bulletins and the Customer Quality Guide.
- Work closely with Dealerships and Field Teams to ensure engagement with Customer Experience programmes through particpation in Regional Sales and After Sales monthly meetings and through the provision of regular CX reporting.
- Identify potential CX training needs for the Dealer Network and support the Academy team in production of appropriate CX training content.
Experience:
At least 1-2years in a data driven role.
Essential Skills:
- Customer focused individual, with a strong understanding of what it takes to create outstanding customer experiences.
- Strong user of Word, PowerPoint, and Excel (able to demonstrate effective use of analysis & regression tools)
- Effective communication & presentation skills
- Excellent organisation skills and project management skills
Benefits:
- x4 ECOS company cars
- Free Lunch
- Hybrid working
- Private health Insurance
- Generous pension