Manager, Customer Feedback Analytics

Location

Purpose

• Manage data, analytics, reporting, and database processes for the “Voice of the Customer,” comprehensively representing end-to-end data for sales and service.
• Monitor and provide comprehensive analytics on the customer experience and output metrics to identify trends, connections, gaps, issues, and opportunities.
• Manage advanced data analysis processes to uncover timely and impactful customer and dealer insights.
• Develop, implement, and manage scalable data tools and reports to improve dealer performance and customer satisfaction with sales, service, and product experiences.
• Lead collaboration efforts on developing predictive models, forecasts, and dashboards with internal stakeholders and executive leaders throughout the HMA organization.

Major Responsibilities

• Utilize a variety of data analysis tools to blend operational data (ROs, RDRs, warranty claims, etc.) and survey data (propriety/tracking, syndicated, ad hoc) to transform raw data sets into clean, usable output data sets. Tools include Excel, Tableau, Alteryx, Python, HTML, and CSS. Develop linear, sustainable workflows to track end-to-end customer touchpoints.
• Write code in SQL/Python to surface insights, troubleshoot data issues, and identify areas for optimization.
• Manage and oversee data feeds between vendors and internal systems via SFTP sites and Airflow automated jobs.
• Oversee database development and maintenance within Oracle and IBM DB2 systems related to Customer Feedback data.
• Develop and manage robust statistical models to analyze, forecast, and assess survey and operational data.

Major Responsibilities (continued)

• Design and distribute dashboards to visualize and explain complex analytical findings; includes survey and operational data. Cadence includes weekly, monthly, and ad hoc. Audience includes executive management, CXCM, national headquarters, region, district, and dealer.
• Exercise discretion and develop continuous improvement and value-added solutions for management reports and presentations using various software tools (SQL, Python, Alteryx, Tableau) to build and maintain reporting.
• Use advanced knowledge to develop and automate data-related processes and procedures that assure consistent and well-informed decision-making, reporting, and analysis; propose and implement enhancements to audit and streamline these processes and procedures.
• Lead coordination of data architecture and processes for outbound and inbound files with HAEA and survey vendors; requires in-depth understanding and validation of operational and survey data. The scope includes proprietary studies such as HRX, Rejecter, HVX, CQI, and ad hoc surveys.
• Manage supplier billings and agreements and manage department budget which includes forecasting, managing accruals, and coordinating budget transfers and approvals.
• Effectively coach, counsel, and develop staff. Utilize the diverse talents of the staff by efficiently managing staff’s time, materials and budget while focusing on the goals and vision of the company.

Authority

• Define relevant business metrics and benchmarks while monitoring changes in KPIs that impact performance.
• Provide guidance to Office of Customer Management, team members, external vendors, and HAEA on query design, data architecture, and maintenance of data feeds and APIs.
• Serve as customer feedback subject-matter expert to provide recommendations to Sales, Service, Digital Business Planning, Engineering, and GMA counterparts.
• Maintain department budget and manage supplier billings and agreements.
• Serve as back-up for the customer feedback group as needed.

Education

Related Experience

• Six or more years of relevant experience in a similar field is preferred.
• Data analytics knowledge required
• Automotive experience is a plus.

Skills/Knowledge

• Excellent verbal and written communication skills to allow effective interaction with all levels of the organization.
• Ability to work independently, under pressure of deadlines, handle multiple priorities, and pay close attention to detail.
• Works effectively in teams, including colleagues, cross-functional groups, and suppliers.
• High degree of proficiency in Microsoft Office (Excel, Access, Word, PowerPoint, and Outlook).
• Analytical skills, well versed in root cause analysis and issue resolution.
• Data modeling, forecasting and regression experience.
• Expert in Word, PowerPoint, Excel, Outlook and advanced proficiency in SQL database Query, Tableau, Alteryx.

Certification

• Alteryx Core or Alteryx Advanced Certification

Physical Requirements

Work Model

Affiliate

Compensation

Benefits

• Monthly Hyundai/Genesis vehicle lease allowance (including insurance and maintenance)
• Holiday Pay - the company shuts down with pay between Christmas and New Years.
• Vacation and sick time off
• Healthcare insurance (medical, dental, and vision)
• 401(K) company match
• Additional 401(K) Employer Enhanced Contribution program – eligible after 1 year of employment, in addition to the regular employer matching contribution
• Basic life insurance, short- and long-term disability
• Mental health, wellbeing, and employee assistance program
• Health advocate (coordinate care and services, assistance with claim and billing issues, understanding Hyundai benefits)