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 Engineering or Automotive Engineering preferred.

Related Experience

• Five or more years of experience in a similar field preferred.
• Experience with data reporting, analytics and visualization required.
• Automotive industry and customer satisfaction experience a plus.

Skills/Knowledge

• Strong proficiency in, PowerPoint and presentation design with a keen eye for visual aesthetics.
• Proficient in/ ability to quickly learn data prep, analytics, visualization tools and languages like: Alteryx, Tableau, Python, R, and SQL (strongly preferred).
• Salesforce experience strongly preferred
• Proven experience in predictive analytics initiatives and projects.
• Advanced proficiency in statistical analysis and predictive modeling techniques.
• 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.

Certification

• Analytics and/or leadership certification is a plus.

Physical Requirements

Normal office dutiesSome travel requiredBusiness travel as needed

Work Model

#LI-Hybrid (60% Onsite/40% Remote)

Affiliate

#Hyundai

Compensation

$69,300.00 - $99,000.00 Annual

Benefits

• Monthly Hyundai/Genesis vehicle lease allowance (including insurance and maintenance)
• Holiday Pay - the company shuts down with pay between Christmas and New Years.
• Vacation and sick time off
• Healthcare insurance (medical, dental, and vision)
• 401(K) company match
• Additional 401(K) Employer Enhanced Contribution program – eligible after 1 year of employment, in addition to the regular employer matching contribution
• Basic life insurance, short- and long-term disability
• Mental health, wellbeing, and employee assistance program
• Health advocate (coordinate care and services, assistance with claim and billing issues, understanding Hyundai benefits)

 

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.