Customer Experience Analyst (m/f/d)

Your Benefits:

• Fast and transparent application process


• Interviews directly with the department you will be working with


• Individual all-round support during your assignment with our customer 


• Free access to the learning platform GoodHabitz with over 100 courses


• Flexible working time account and 30 days of paid leave

Your Duties:

• Collect, consolidate, and analyze customer feedback from multiple channels (e.g., mobile app, in car systems, surveys, social media) to identify patterns, themes, and critical issues


• Categorize and prioritize issues according to severity and business impact; coordinate follow-up actions, maintain tracking records, and support escalation procedures


• Build and maintain a process and tool chain in SharePoint/Power BI to ensure traceable issue handling


• Prepare reports and presentations for R&D, product management, and quality teams, ensuring feedback is actionable and traceable


• Collaborate closely with cross-functional teams, including engineering, product, customer experience, and international partners


• Assist in the development and continual improvement of quality processes, feedback loops, and knowledge-sharing within the team


• Ideally, support integrating survey feedback into existing backend systems, including understanding of working with APIs to connect data flows smoothly

Your Qualifications:

• Bachelor's or Master's degree


• Experience integrating data and databases, with a focus on AI applications and modern programming


• Experienced with data analysis tool & report setting 


• Hands on experience with Microsoft Power BI


• Familiar with reporting and analytics tools such as Excel, BI, CRM, or ticketing systems such as JIRA or Salesforce


• Experience with survey and feedback platforms 


• Structured, solution-oriented mindset


• Strong communication skills in English; German or Chinese are a plus

About Hays:

Discover the modern way of recruiting in the sales and marketing field. With us you receive the perfect support for ensuring your professional success - together with consultants specialised in your industry. Our experience and know-how allow us to assist you individually in planning your next career steps, from choosing the right position to your first day on the job and beyond. Register with us and reap the benefits of interesting job offers that match your skills and experience - all completely free of charge.

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