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 contributor for service experience and CX initiatives.
• Support service improvement projects through data analysis, reporting, and tracking.
• Document project milestones, outcomes, and post-implementation learnings.
• Collaborate with Product & Tech, Aftersales Service Leaders and Service Center Operations to improve service quality.
  
  

Case Sharing & Escalation Management

• Lead or support structured case-sharing sessions focused on service recovery and escalations.
• Escalate systemic or recurring service issues with data-backed recommendations.
• Track resolution progress and validate effectiveness of corrective actions.
• Maintain clear and consistent case documentation for accountability.

Your Know-How

• Experience analysing after-sales or service operations feedback.
• Strong understanding of service recovery and post-purchase customer expectations.
• Practical experience in service journey design, including mapping service touchpoints, recovery flows, and handovers.
• Comfortable engaging and collaborating with cross-functional teams, including Product & Tech, Aftersales Leaders and Service Center Operations, to improve service journeys and recovery outcomes.
• Able to manage multiple initiatives in a fast-paced, cross-functional, operations-driven environment.
• Strong root cause analysis and problem-solving skills.
• Clear, structured reporting and escalation documentation skills.
• Ability to handle sensitive customer issues professionally and objectively.