CQ & Digital Transformation Sr. Specialist
Core
Transform customer feedback into actionable business improvements and lead digital transformation initiatives to enhance customer satisfaction across the automotive customer journey.
Role type
Senior Customer Quality & Digital Transformation Specialist
Builds
Actionable customer experience improvements, executive dashboards, and digital solutions for dealers and customers
Domain
Automotive industry + Customer Experience (CX) / Digital Transformation
Deliverable
dashboards & analysis
Required skills
Voice of Customer (VoC) analysis, project management, data analytics, customer journey mapping, business case development, stakeholder management, process redesign, executive presentation
Preferred skills
Automotive industry experience, SSI/CSI/NSSW methodologies, CRM platforms, customer analytics, change management, dealer network operations
Technologies
CRM platforms, customer analytics tools, business intelligence tools, dashboard reporting tools
Responsibilities
Analyze VoC data, surveys, and Mystery Shopper feedback to identify trends; Translate insights into recommendations for satisfaction and loyalty; Monitor SSI/CSI metrics and prepare executive reports; Lead cross-functional projects for CX and process improvement; Develop business cases and implementation strategies; Drive digital transformation to automate and simplify processes; Collaborate with IT to implement digital solutions; Present insights to senior leadership
Seniority
Senior, hands-on IC