Customer Journey Analyst

About You

We are looking for a Customer Insights Analyst to support our Service Car business, focusing on service center and after-sales experience. This role plays a critical part in identifying service gaps, recurring issues, and recovery opportunities to improve customer trust and long-term satisfaction.

You'll work closely with service operations, service centers, and CX teams to ensure customer feedback drives real service improvements.

Your Day-to-Day

Customer Feedback & Insights

• Monitor and analyse service-related customer feedback across booking, diagnosis, repair, communication, and handover stages.(NPS, CSAT, VOC).
• Identify recurring service issues, satisfaction drivers, and recovery trends.
• Prepare monthly VOC, service insights, and escalation reports.
• Validate insights with Aftersales Leaders and Service Center teams.

Project Leadership & Collaboration

• Act as project lead or cont...