Customer Experience Analyst

Be part of the change
Volvo Cars is in the midst of a transformation journey. We operate in a fast changing industry and are growing globally. Our culture encourages continuous improvements, cross-functional and diverse collaboration as well as creativity and passion.

It's what sets us apart that brings us together.
Everything we do starts with people. It’s what makes us different from all other car companies. We are on a mission to make people’s lives less complicated.
Volvo is not only transforming the cars it makes to an electrified fleet but is also reimagining its relationships to customers around the world by offering direct-to-consumer sales and new types of ownership options that take the complexity out of having a car and offer so much more flexibility and convenience. With direct consumer relationships comes direct feedback. And with that comes direct responsibility. We listen so that we can improve, be innovative and push the boundaries.

The Consumer Experience organisation plays a critical role in meeting this goal by understanding the needs of our diverse customers. The team synthesizes insights from Volvo’s many markets to deliver an effortless, delightful, and personal world-class consumer experience and improve how we assist each other in helping customers find solutions to their mobility needs.
We are looking for CX Analysts to be a part of our CX Insights and Analytics Team and apply a strategic and analytical mindset to dig deep to uncover and communicate important insights from a diverse array of sources of data on customer experience - quantitative and qualitative, primary and secondary - to a wide range of stakeholders from Executive management to product, design, and engineering teams.

CX Insights and Analytics team - let’s introduce ourselves:
Our team is responsible for shaping strategy for how we gather any kind of feedback from all parts of the consumer journey. This gives us valuable insights once we gather all the feedback into one analytics engine, visualise and present it to relevant stakeholders, and - most importantly - take action. These insights will be supporting business functions like sales, customer care, retail operations, UX, and our product offers.

You will report directly to the Head of CX Insights & Analytics.

Location:
This function operates from Volvo Cars headquarter in Gothenburg, Sweden. It is therefore the preferred location for the ideal candidate. Remote working a possibility, but you would be expected to work in HQ one week per month.

CX Analyst – this is what you’ll do:
As part of a collaborative 10+ person team, you will:
* Take initiative to find data sources and identify appropriate methods to understand our customers’ needs and painpoints.
* Develop actionable insights informed by key data that you share with stakeholders.
* Create and maintain regular and accurate reporting around Volvo Cars Consumer Experience.
* Proactively push analysis findings and recommendations out to the business to inform decision-making and follow them through to implementation.
* Identify solutions to drive continuous improvement in each of the key areas of our customer experience and deliver appropriate reporting to provide trending, insights and analysis of CX data to enable information-based decision making.
* Communicate insights and recommendations through clear visualisations and presentations appropriately designed for executive-level audiences.
* Assuring data quality and output by identifying gaps in feedback questionnaires through methods like gap and regression analysis.