Senior Associate, Customer Data Analytics at Hyundai Motor America in Fountain Valley, California

Job Description:

At Hyundai, we’ve rethought our business and created cars that combine performance, quality, design and innovation into a complete package.

It’s time you rethink what you expect from an employer.

At Hyundai, we understand you're not just building a career – you're building a life. We believe in our people and realize that our success is a direct result of our commitment in offering you great opportunities for your career. If you would enjoy working in a dynamic environment and are looking for a chance to become part of a stellar team of professionals, we invite you to apply online today.

 

Purpose:

~ Serve as a data analyst in the Customer Data Analytics group. The role of this team is to convey the status of the Call Center (Tier 1), National Consumer Affairs (NCA, Tier 2 and 3), and Buyback (collectively known as “Customer Connect”) operations and customer satisfaction in an accurate and efficient manner. This team supports management by providing business recommendations through data analysis and visualizations to improve the Hyundai customer experience, support customer loyalty, retention, and other corporate objectives.

~ This position is responsible for the reporting of Customer Connect metrics, goodwill offerings, vehicle repurchases, and other departmental programs.

~ Analyze Customer Connect key metrics to identify problems in the customer experience. Recommend solutions to program managers and support implementation and tracking of changes.

~ This position is responsible for developing and maintaining data visualizations to enhance reporting.

~ Lead data improvement projects to increase accuracy and speed of reporting and analysis.

~ Partner with internal departments and external vendors to create, execute and monitor programs.

~ Serve as key player for department data collaboration and training.

~ Cross train with and support other Customer Connect Data Analytics roles.

 

Major Responsibilities:

~ Report, visualize and analyze Customer Connect operational data accurately and efficiently. Identify trends and uncover insights on opportunities for brand building, operational efficiencies, and system/customer/dealer enhancements to improve the customer experience.

~ Work as the voice of the customer. Relay top customer experience complaints to the appropriate departments and collaborate with other HMA teams to increase customer satisfaction scores (SSI, CSI, IQS, VDS) and reduce buybacks.

~ Identify process opportunities, recommend solutions, and lead improvement projects. Work to identify and classify every Hyundai vehicle owner, driver, servicer into a consolidated data source supplemented with other data to fully define the relationship of the customer to Hyundai.

~ Identify, integrate and verify of all current and future data sources necessary to support the business needs of all customer facing applications and programs.

~ Prepare and distribute daily/ weekly/ monthly reports for each key operational area.

~ Prepare and present quarterly business reports for management.

~ Participate in and deliver Customer Connect call center training sessions for CRM and file handling processes. Collaborate with Call Center leaders on the update of knowledge base answers.

~ Create ad hoc reports and analysis as requested by management.

~ Complete special projects, assignments or tasks as deemed appropriate and assigned by management.

~ Support all HMA, Division and department goals.

 

Authority:

~ Independently review and approve deliverables from external suppliers and internal support departments, including but not limited to: reports, analysis, and presentations. Involve department manager as needed.

~ Independently train new data team members.

 

Education:

~  Must be a high school graduate

~ Bachelor’s degree preferred

 

Related Experience:

~ Four to five years of experience in a similar field preferred

~ Experience with data reporting, analytics and visualization required.

~ Automotive industry and customer satisfaction experience a plus.

 

Skill/Knowledge:

~ Excellent knowledge of Word, Excel, PowerPoint and other windows-based computer programs. 

~ Proficient in/ ability to quickly learn data prep, analytics, visualization tools and languages like: Alteryx, Tableau, Python, R, and SQL.

~ Ability to quickly grasp and fully utilize specialized programs such as Siebel CRM and QMF programs.

~ Analytical and detail-oriented.

~ Creative problem solver with a passion for continuous improvement.

~ Self-motivated, high initiative, proactive, and works well independently.

~ Works effectively in teams, including colleagues, cross-functional groups, and suppliers.

~ Ability to work under pressure of deadlines and handle multiple priorities

~ Excellent oral and written communication/ presentation skills

~ Excellent time management, organization, and follow-up skills

~ Willingness to learn new programs and share learning with others.

 

Physical requirements:

~ Normal office duties

~ Business travel as needed

 

 

Our Company adheres to the equal employment opportunity guidelines set forth by federal, state and local laws.  The information requested on this form is sought in good faith and will not be used to discriminate against the applicant based on race, religion or creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic characteristics, marital status, sex or gender (which includes pregnancy, childbirth, or related circumstances), gender identity, gender expression, age, citizenship, sexual orientation, family care or medical leave status, military and veteran status, political affiliation, or any other characteristic protected by federal, state and local laws.

 

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