Responsibilities

• Oversee and continuously improve the end-to-end customer experience across all channels (in-person, digital, and post-service).
• Collect, analyze, and report customer feedback and satisfaction metrics (e.g., NPS, CSAT, CES).
• Develop actionable insights based on customer data to improve experience quality and consistency.
• Design and implement customer journey maps to identify pain points and areas of opportunity.
• Support UX initiatives across digital platforms to enhance usability and customer engagement.
• Manage customer complaints and escalations with professionalism, empathy, and a solution-oriented mindset.
• Prepare regular reports and dashboards highlighting trends, improvement areas, and success metrics.
• Ensure alignment of all touchpoints with the company’s brand promise and service standards.

Qualifications & Requirements

• Bachelor’s degree in Business Administration, Marketing, or a related field.
• 4 -6 years of experience in customer experience, service quality, or UX, ideally in the automotive or service industry.
• Strong communication and interpersonal skills with a customer-centric mindset.
• Proven experience in customer analysis and satisfaction improvement initiatives.
• Familiarity with customer journey mapping, voice of customer (VoC) programs, and UX principles.
• Analytical thinker with the ability to translate data into actionable insights.
• Proficiency in MS Office and customer analytics tools (e.g., Power BI, CRM systems, survey tools).

Key Competencies

• Exceptional communication and problem-solving skills.
• Empathy and strong customer advocacy.
• Strategic and analytical mindset.
• Attention to detail with the ability to manage multiple priorities.
• Collaborative team player with a p

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