CX Analyst

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.

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.
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.

Location:
This function operates from Volvo Cars headquarter in Gothenburg, Sweden. It is therefore the preferred location for the ideal candidate. Relocation support and alternative locations in Sweden and Europe, including the UK, can be discussed.
Let’s get to know each other
We will are interviewing on a rolling basis so please apply as soon as possible!
Please submit your application in English and note that applications via email will not be considered due to GDPR.

We’re looking for you!
We are looking for someone with a relevant university degree and about five years´ experience in similar data science or CX analytics roles, ideally in a consumer-facing company or technology company.
This experience has given you a strong sense for business performance drivers and the skill to translate a mix of complex qualitative and quantitative data into visually clear insights. You are able to craft compelling and clear narratives from these insights that make them understandable to diverse audiences.
Who are you?
You most likely have worked on projects measuring consumer experience including key CX metrics, methods, and tools and also understand how to tie CRM behavioural data into CX metrics like NPS, CES, C-Sat, OSAT. In addition to methods like gap and regression analysis you are probably familiar with free text analytics. It would be a plus if you have some experience with research analysis software such as R, SPSS, Q and/or non-technical familiarity with relational database backend (e.g. SQL).
You are able to map and analyse multiple consumer journeys and convert insights into improvements and new business opportunities based on self-reported and observed behavior data from different sources. We believe this ability is informed by your understanding of the omnichannel landscape and systems knowledge within CRM, E-commerce, marketing automation, customer service, and analysis tools.
We are looking for people who enjoy working within a cross-functional team environment and communicating with many different stakeholders.
You are able to create networks and nodes between channels and gather data throughout the entire consumer journey and product life-cycle, from purchase to offboarding.
You have strong communication skills that enable you to both inform and convince other departments of new insights and strategic improvements.
You are able to help create a consumer-oriented culture and awareness throughout the organisation.
You love to come up with ideas, take initiative, and contribute to doing things in a new way that adds value to your area.
If you have experience working with Chinese markets and working in China it would be an advantage.