Voice of the Customer Associate
Voice of the Customer Associate
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Job Description
What You Will Bring
Minimum 24 years relevant experience in data insights root cause analysis and presenting findings.
Experience with customer feedback platforms and survey tools (e.g. Qualtrics SurveyMonkey Salesforce).
Bachelors degree in Business Marketing Customer Experience Psychology or related field required.
Masters Degree a plus.
Working knowledge of customer experiences methodologies and best practices.
Familiarity with data collection methods such as surveys focus groups and interviews.
Awareness of the automotive finance industry and customer service trends.
Understanding of VOC metrics (e.g. CSAT) and their application in customer experience strategies.
Proficient in Microsoft Office Suite (especially Excel PowerPoint) for data analysis and reporting.
Proven data analysis skills with the ability to translate customer feedback into actionable insights.
Excellent written and verbal communication skills for presenting findings to stakeholders at all levels.
Ability to thrive in a dynamic and fastpaced environment adapting to changing priorities.
Strong attention to detail and an analytical mindset to identify trends and customer needs.
Ability to collaborate effectively with crossfunctional teams including marketing operations and product development.
Ability to manage multiple projects simultaneously and meet deadlines.
Work Environment
Employees in this class are subject to extended periods of sitting standing and walking vision to monitor and moderate noise levels. Work is performed in an office environment.
The posted salary range for this job takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; geographic location and other business and organizational needs. Successful candidates may be hired anywhere in the salary range based on these factors. It is uncommon to hire candidates at or near the top of the range.
California Privacy Notice
This notice only applies to our applicants who reside in the State of California.
If you have any questions about CCPA regarding California residents or HCA team members please contact the Privacy Team at .
Who We Are
Through our service brands Hyundai Motor Finance Genesis Finance and Kia Finance Hyundai Capital America offers a wide range of financial products tailored to meet the needs of Hyundai Genesis and Kia customers and dealerships. We provide vehicle financing leasing subscription and insurance solutions to over 2 million consumers and businesses. Embodying our commitment to grow innovate and diversify we strive to reimagine the customer and dealer experience and launch innovative new products that broaden our market reach. We believe that success comes from within and are proud to support our team members through skill development and career advancement. Hyundai Capital America is an Equal Opportunity Employer committed to creating a diverse and inclusive culture for our workforce. We are a valuesdriven company dedicated to supporting both internal and external communities through volunteering philanthropy and the empowerment of our Employee Resource Groups. Together we strive to be the leader in financing freedom of movement.
We Take Care of Our People
Medical Dental and Vision plans that include nocost and lowcost plan options
Immediate 401(k) matching and vesting
Vehicle purchase and lease discounts plus monthly vehicle allowances
Paid Volunteer Time Off with company donation to a charity of your choice
Tuition reimbursement
What to Expect
The Voice of the Customer (VOC) Associate will play a pivotal role in the dynamic Customer Experience department driving insights and recommendations based on customer feedback. This role focuses on understanding customer needs identifying pain points and ensuring that these insights are utilized to optimize the automotive finance experience. As part of an evolving team the Associate will collaborate with crossfunctional departments to help shape the future of customer experience.
What You Will Do
1. Research & Insights Analysis
Design distribute and analyze customer research to capture actionable data on customer satisfaction sentiment and overall experience.
Translate results into insights that guide customer experience strategies and work with crossfunctional teams to implement improvements.
2. Complaints Analysis & Resolution
Monitor and analyze customer complaints across multiple channels (e.g. phone web app email chat social media).
Identify key drivers and root causes of dissatisfaction develop insights to resolve recurring issues and collaborate with operational teams to resolve complaints in a timely manner improving the overall customer experience.
3. Listening Posts and Customer Feedback Channels
Manage and maintain various listening posts (e.g. surveys feedback portals) to continuously collect and assess customer input across different touchpoints.
Analyze data to identify trends and customer needs and communicate insights to stakeholders to inform strategic decisionmaking.
4. Customer InDepth Research
Conduct both external and internal research (e.g. competitive analysis market trends and indepth reviews of company processes) to uncover insights about customer expectations behaviors and challenges.
Use research findings to make recommendations that drive improvements in customer satisfaction and loyalty.
5. Reporting and Presentation of Insights
Prepare and present clear concise reports and presentations on key customer insights trends and actionable recommendations.
Communicate findings to leadership and crossfunctional teams supporting datadriven decisionmaking to enhance the customer experience.
Required Experience:
IC
Employment Type
Full-Time
