We are currently searching for an automotive enthusiast to support our Customer Satisfaction Survey department. The ideal candidate would have a strong research background and able to find that needle in a haystack. The purpose of this role is primarily to be responsible for detailed analysis of Voice of Customer data received through the corporate survey program and syndicated studies.
Requirements
University degree/college diploma
Automotive industry experience is an asset
Superior communication skills – both written and verbal – are essential
Proven advanced knowledge of MS Excel,
Ability to work with PowerPoint and Word. Lotus Notes, Cognos, MS Access,
Strong organizational skills and the ability to work independently
Proven ability to partner with internal business units
Proven experience analyzing raw
Proven ability to lead a group of individuals to a successful completion of a task or assignment
Proven ability to influence and persuade
Bilingual – English/French is an asset.
Responsibility
Monitor and report on Voice Of Customer obtained from the corporate and syndicated survey programs.
Independently analyze VOC leading to recommendations of countermeasures.
Conduct industry analysis to identify opportunities to increase Toyota-Lexus-Scion Customer Satisfaction.
Manage bi-annual Customer Satisfaction target setting.
Perform analysis necessary to measure impact of countermeasures.
Execute ad-hoc studies to deliver VOC as needed.
Design, build and manage survey projects to ensure VOC is appropriately available.
Investigate any discrepancies / issues identified and ensure resolution is achieved.
Other duties as requested in support of CS department activities
