Role Summary:

As Head of Ownership Experience (m/w/d), you will drive Hyundai Motor Europe’s strategy to deliver a seamless, consistent, and premium experience across every stage of ownership. Reporting to the Head of Aftermarket, you will lead initiatives that unify customer insights, strengthen operational excellence, and enhance satisfaction across all European markets. This role plays a pivotal part in shaping the voice of our customers into actionable strategies that elevate brand loyalty and retention. 

We want you to:

Strategic Insight & Voice of Customer Leadership

• Establish and Govern a Unified Customer Feedback Ecosystem: Lead the development and implementation of a single source of truth platform by integrating diverse data streams—including detractors, Voice of Customer (VOC), Vehicle of Road (VOR), social media, and customer inquiries—to provide a comprehensive, 360-degree view of the customer experience.
• Drive Strategic Concept Analysis and Actionable Insights: Direct the team in conducting in-depth concept analysis to proactively identify macro trends, critical pain points, and strategic opportunities. Translate these insights into high-impact recommendations that inform executive strategy and significantly enhance the end-to-end customer journey.
  
  

European Process Design & Performance Management

• Design and Implement Pan-European CX Standards: Design, champion, and oversee the implementation of an EU Standard Process for all contact centers. This includes establishing clear, harmonized complaint-handling guidelines and instituting a standardized, Pan-European escalation process for executive management.
• Lead Net Promoter Score (NPS) Strategy and Improvement: Define, align, and own the Net Promoter Score (NPS) targets across all European markets. Monitor performance, lead high-priority initiatives to drive significant NPS improvement, and ensure robust performance across related KPIs
  
  

Cross-Functional Team & Platform Management

• Serve as a Central Strategic Liaison: Act as the primary central liaison between NSC, corporate headquarters (HMC/HME), and internal teams (Connex, MI, CX Innovation, Customer Analysis) to ensure customer insights are fully aligned with operational strategies and converted into cohesive, impactful actions.
• Direct CX Platform and Digital Transformation: Partner with the Customer Operations Team to direct strategic enhancements for key CX platforms (e.g., Medallia). Lead testing of new modules and champion the digital transformation of critical CX systems.
  
  

Team Empowerment & Governance

• Lead Knowledge-Sharing and Capability Building: Champion and lead comprehensive knowledge-sharing initiatives, including running centralized webinars, workshops, and training programs. Direct the efficient onboarding of new markets and ensure the effective decentralization of the Genesis EU Contact Center, enhancing market autonomy and expertise.
• Executive Reporting and Performance Governance: Own the creation and distribution of monthly HCX reports, providing executive leadership with a clear view of process adoption, performance, and progress. Ensure these reports integrate market initiatives, key performance metrics, and accountability for corrective actions.

About you:

• 8–10 years of experience in Customer Experience (CX), Customer Service (CS), Aftersales, and insights leadership roles.
• Master’s Degree or equivalent level.
• Proven ability to translate customer insights into strategic and operational action plans.
• Strong leadership, collaboration, and communication skills across cross-functional and multicultural environments.
• Hands-on experience with CRM and CX/CS tools, with a data-driven and analytical mindset.
• Passion for delivering exceptional customer experiences that drive loyalty and business impact.
• Skilled in developing talent, demonstrating initiative, and managing performance with accountability.
• Strong interpersonal and social capabilities, with the ability to engage and influence stakeholders at all levels.
• Confident in presenting and public speaking, managing projects, setting objectives, and evaluating new ideas to support continuous improvement and organizational goals.

We offer

• A highly competitive salary and benefits package
• Flexible working hours and hybrid work policy
• Continued learning and professional development
• Car sharing and car lease mobility program
• Daily complimentary lunch at the office canteen and subsidized breakfast snacks
• Free access to the company gym
• Opportunities to join company sporting clubs including tennis, soccer, yoga and golf
• Highly international working environment