Customer Experience Specialist

About BYD

Our Purpose is to build a zero-emission future that reconnects humanity with nature. We are looking for talent that connects with this mission and want to create positive impact by joining a diverse and dynamic team.

BYD is a leading, high-tech multinational, based in Shenzhen, China. Operates in four core fields of IT, automotive, new energy, and rail transit and employs over 300,000 people worldwide. As a global pioneer in New Energy Solutions BYD is dedicated to building a zero-emission ecosystem.

BYD Europe BV located in Hoofddorp, Netherlands. BYD Europe BV offers a full line of BYD electric vehicles, including all-electric cars, all-electric buses, and all-electric forklift trucks.

About the Position

The Customer Experience Specialist is responsible for monitoring, analyzing, and optimizing customer journey touchpoints across sales and aftersales channels. By leveraging customer feedback data (such as NPS, CSI, DSE), conducting root-cause analysis, and coordinating closed-loop resolution, this role aims to eliminate friction points, improve customer advocacy, and ensure brand experience consistency.

Key Responsibilities

1. CX Data Analysis & Insight Generation

• Track and analyse key CX metrics (e.g., Sales & Aftersales NPS, CSI, DSE) across dealer networks and digital touchpoints.

• Conduct deep-dive root cause analyses (RCA) on customer dissatisfaction (Detractors) to identify systemic operational bottlenecks.

2. Closed-Loop Management & Detractor Recovery

• Establish and monitor the closed-loop feedback mechanism, ensuring front-line teams handle customer complaints and low-score alerts in a timely manner.

• Track resolution progress for critical customer pain points to ensure effective detractor recovery.

3. Touchpoint & Process Optimization

• Map and continuously update the end-to-end customer journey, identifying key moments of truth (MOT) and optimization opportunities.

• Collaborate with regional field teams and dealers to drive local CX improvement initiatives.

4. Benchmarking & Reporting

• Perform competitive benchmarking on customer experience standards and innovative service practices in the industry.

• Prepare regular CX performance dashboards and insight reports for management reviews.

5.Cross-Functional Driving & Problem Solving

• Partner with Sales, Aftersales, Operation, and Network Development teams to fix cross-departmental pain points and streamline processes.

• Sponsor and lead major CX turnaround initiatives for key dealers or underperforming areas.

Qualifications

• Education: Bachelor’s degree or above in Business Administration, Marketing, Data Analytics, or related fields.

• Experience: 2+ years of experience in Customer Experience, Customer Insights, Service Quality Management, or Retail Operations (automotive/OEM background preferred).

• Business Travel: Comfortable with regular monthly travel across Europe as required by the business.

• Proficiency in CX methodology (NPS framework, Customer Journey Mapping, Root Cause Analysis).

• Strong analytical skills using Excel, Power BI, or SPSS; ability to translate data into actionable insights.

• Excellent command of written and spoken English.

• Business fluency in at least one other European language (French, Italian, German, or Spanish). Multilingual capability is highly preferred.