The Manager – CX Intelligence will be responsible for monitoring, analysing and interpreting customer experience performance for the assigned product segment, using CXHI (Customer Experience Health Index), VOC insights and operational performance metrics.
The role will convert CX data into actionable insights that enable:
CX performance governance
identification of customer experience risks
dealer improvement actions
systemic process improvements.
The role will work closely with Process Excellence, Journey Transformation, Capability, Audit and Contact Center teams to ensure that customer feedback and CX performance data translate into measurable CX improvements.
Key Responsibilities
CX Performance Governance (CXHI Monitoring)
Monitor and analyse CXHI performance for the assigned product segment including:
CXHI score trends
dealer CX ranking
regional performance comparisons
bottom quartile dealer identification.
Track movement of dealers across CXHI categories:
Provide insights that support dealer CX governance and improvement planning.
Product Segment CX Intelligence
Act as the CX intelligence lead for the assigned product segment (PV / BeV / CV) by analysing:
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