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Customer Experience Analyst

Hemsida Volvo Cars

Be part of the change

Volvo Cars is in the midst of a transformation journey. We operate in a fast-changing industry and are growing globally. Our culture encourages continuous improvements, cross-functional and diverse collaboration as well as creativity and passion. People who make a difference are the fuel that has built one of the most recognizable brands in the world. We dare to be disruptive and creative, and we dare to say what others do not. Our creative strategy embraces this and encourages us to be bold and take risks. Fueled by our purpose, Freedom to Move, we are redefining the automotive industry and the consumer experience across all digital and physical touchpoints of our brand globally. To do this, we rely on the drive, commitment and expertise of people who want to make a change.We rely on people who care!

It’s what sets us apart that brings us together.

Everything we do starts with people. It’s what makes us different from all other car companies. We are on a mission to make people’s lives less complicated.

Volvo is not only transforming the cars it makes to an electrified fleet but is also reimagining its relationships to customers around the world by offering direct-to-consumer sales and new types of ownership options that take the complexity out of having a car and offer so much more flexibility and convenience. With direct consumer relationships comes direct feedback. And with that comes direct responsibility. We listen so that we can improve, be innovative and push the boundaries.

The Consumer Experience organisation plays a critical role in meeting this goal by understanding the needs of our diverse customers. The team synthesizes insights from Volvo’s many markets to deliver an effortless, delightful, and personal world-class consumer experience and improve how we assist each other in helping customers find solutions to their mobility needs.

We are looking for CX Analysts to be a part of our CX Insights and Analytics Team and apply a strategic and analytical mindset to dig deep to uncover and communicate important insights from a diverse array of sources of data on customer experience – quantitative and qualitative, primary and secondary – to a wide range of stakeholders from Executive management to product, design, and engineering teams.

CX Insights and Analytics team – let’s introduce ourselves:

Our team is responsible for shaping strategy for how we gather any kind of feedback from all parts of the consumer journey. This gives us valuable insights once we gather all the feedback into one analytics engine, visualise and present it to relevant stakeholders, and – most importantly – take action. These insights will be supporting business functions like sales, customer care, retail operations, UX, and our product offers.

You will report directly to the Head of CX Insights & Analytics.

CX Analyst – this is what you’ll do:

As part of a collaborative 10+ person team, you will:

  • Take initiative to find data sources and identify appropriate methods to understand our customers’ needs and painpoints.
  • Develop actionable insights informed by key data that you share with stakeholders.
  • Create and maintain regular and accurate reporting around Volvo Cars Consumer Experience.
  • Proactively push analysis findings and recommendations out to the business to inform decision-making and follow them through to implementation.
  • Identify solutions to drive continuous improvement in each of the key areas of our customer experience and deliver appropriate reporting to provide trending, insights and analysis of CX data to enable information-based decision making.
  • Communicate insights and recommendations through clear visualisations and presentations appropriately designed for executive-level audiences.
  • Assuring data quality and output by identifying gaps in feedback questionnaires through methods like gap and regression analysis.

We’re looking for you!
We are looking for someone with a relevant university degree and about five years´ experience in similar data science or CX analytics roles, ideally in a consumer-facing company or technology company.

This experience has given you a strong sense for business performance drivers and the skill to translate a mix of complex qualitative and quantitative data into visually clear insights. You are able to craft compelling and clear narratives from these insights that make them understandable to diverse audiences.

Who are you?

  • You most likely have worked on projects measuring consumer experience including key CX metrics, methods, and tools and also understand how to tie CRM behavioural data into CX metrics like NPS, CES, C-Sat, OSAT.
  • Familiar with methods like gap and regression analysis you are probably knowledgeable with free text analytics.
  • A plus if you have some experience with research analysis software such as R, Python (and intermediate/advanced level Excel) and/or non-technical familiarity with relational database backend (e.g. SQL).
  • You are able to map and analyse multiple consumer journeys and convert insights into improvements and new business opportunities based on self-reported and observed behavior data from different sources.
  • Understanding of the omnichannel landscape and systems knowledge within CRM, E-commerce, marketing automation, customer service, and analysis tools.
  • We are looking for people who enjoy working within a cross-functional team environment and communicating with many different stakeholders.
  • You are able to create networks and nodes between channels and gather data throughout the entire consumer journey and product life-cycle, from purchase to offboarding.
  • You have strong communication skills that enable you to both inform and convince other departments of new insights and strategic improvements.
  • You are able to help create a consumer-oriented culture and awareness throughout the organisation.
  • You love to come up with ideas, take initiative, and contribute to doing things in a new way that adds value to your area.

This function operates from Volvo Cars headquarter in Gothenburg, Sweden. It is therefore the preferred location for the ideal candidate. Remote working a possibility, but you would be expected to work in HQ one week per month.

How to apply:
Does this sound like your next challenge? Welcome with your application by submitting your resume no later than 6 October 2023. For questions regarding the recruitment process, please contact senior recruiter [email protected]
We do not accept email applications directly due to GDPR so we welcome your application via the link. We are reviewing applications on a rolling basis so don’t delay sending in your interests.

Hemsida Volvo Cars

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