Assistant Manager, Customer Data Analytics

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.

 

Location

NHQ

Purpose

• Analyze and interpret Genesis and Hyundai Customer Care operational and Voice of Customer (VOC) data to optimize operations, improve vehicle quality and enhance the customer experience. This role will be responsible for utilizing advanced analytics and preparing compelling reports and presentations with the intention of providing actionable insights for internal and external departments and supporting strategic decision making.

Major Responsibilities

• Analyze call center and vehicle buyback data to extract insights into customer behavior, preferences, and satisfaction. Identify trends, customer pain points, and improvement opportunities in the customer experience.
• Leverage predictive modeling and forecasting techniques to anticipate customer behaviors, trends, and business needs. Provide actionable recommendations to enhance customer satisfaction and operational efficiency.
• Monitor customer concerns and data for patterns or issues, escalating significant concerns to relevant teams for resolution.
• Use advanced analytics techniques to assess and improve internal operations, identify process inefficiencies, and develop solutions to enhance customer service and operational performance.
• Support the internal operations team by fulfilling data requests, conducting ad-hoc analyses, and providing clear, actionable insights to drive decision-making.
• Collaborate with various departments to provide data-driven insights that support cross-functional projects and initiatives.

Major Responsibilities (continued)

• Prepare and deliver compelling reports, dashboard, and presentations using Tableau, Alteryx, PowerPoint, and Excel to communicate insights to senior management and stakeholders. Ensure data-driven strategies are clearly presented and understood.
• Utilize Salesforce for customer data management, analysis, and insights. Ensure accurate data tracking and reporting within CRM platform.
• Use SQL for querying large datasets, Tableau for data visualization and reporting, and Alteryx for data blending and advanced analytics.
• Continuously assess and improve data collection processes and analysis methodologies, striving for better insights, operation efficiency, and customer satisfaction.
• Assist with data analytics on a range of projects across different departments, providing insights that contribute to strategic initiatives and overall business improvements.
• Support operational budget and financials by automating workflows and developing insightful reports.
• Complete special projects, assignments or tasks as deemed appropriate and assigned by management.

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.
• Provide team feedback and oversight.
• Budget oversight and approval as appropriate for level.
• This role requires the performance of work directly related to management and/or general business operations.
• The exercise of discretion and independent judgment with respect to matters of significance is required.

Education

~ Must be a high school graduate~ Must have a Bachelor’s degree in a technical discipline.~ Bachelor’s degree in Engineering, Computer Science, Information Technology, Applied Statistics/Mathematics, Mechanical Engineeri