Ownership Experience Analytics Manager (m/w/d)

Role Summary:

As the Ownership Experience Analytics Manager (m/w/d), you will drive a seamless, consistent, and premium ownership experience across European markets. Acting as a central interface between Customer Experience, Aftersales, Digital Services, and key customer touchpoints, you will unify customer insights, strengthen operational excellence, and align cross-functional teams to continuously improve the end-to-end ownership journey and increase customer satisfaction.

We want you to:

• Lead end-to-end customer experience (CX) management, including customer journey optimization, VOC analysis, complaint handling, and cross-functional collaboration.
• Drive CX performance and governance, ensuring consistent KPI frameworks, data integrity, benchmarking, and clear performance targets across markets and dealer networks.
• Oversee CX platforms and digital transformation, including HCX development, onboarding of new business units, and enhancement of tools such as Medallia and VOC systems.
• Deliver insights and performance reporting, analyzing trends, monitoring NSC performance, and supporting strategic decision-making through structured reporting.
• Evaluate and implement innovative technologies, leading testing of new modules and accelerating automation initiatives (e.g., AI, Power Automate, call center solutions).

About you:

• Bachelor's Degree or equivalent in Economics, Business, Marketing or related fields
• 7-10 years of experience in related fields, such as Market Research industry and/or the Automotive industry/Aftersales Processes
• Strong affinity and knowledge on data analytics, including AI
• Advanced Excel and PowerPoint skills
• Familiar with CX tools (e.g., Medallia, SPSS, mTAB)
• Proven experience in leading CX programs in an international context (research, rollout, cross-market coordination)
• Experience in Customer Journey, NPS, VOC, Aftersales, Product/Service Management
• Strong understanding of customer service, aftersales, and dealership environments
• Excellent analytical and conceptual skills, with ability to translate insights into action
• Strong communication and stakeholder management across functions and markets
• Experience driving key KPIs (NPS, VoC, retention) and performance frameworks

We offer:

• A competitive salary and benefits package
• Flexible working hours and a hybrid working policy
• Continued learning and professional development
• Car sharing and lease mobility program
• Complimentary daily lunch at our canteen and subsidized breakfast options
• Complimentary fitness facility and the opportunity to join various sporting clubs
• Highly international working environment

Information at a Glance

Posting Start Date: 01/06/2026

Location: Germany

Level of Experience: Mid-Career

Employment Type: Permanent

Function: Customer Experience Innovation & Digitization

Subfunction: Customer Experience Innovation & Digitization