Intern – Customer Experience, Voice of Customer & Data Analysis
13 hours ago
Paris
Intelligently Moving Your World XPENG is a leading technology company focused on designing, developing, manufacturing, and marketing intelligent mobility solutions, including electric vehicles (EVs), electric vertical take-off and landing (eVTOL) aircraft, and robotics. We aim to create a thoughtful and empathetic future for mobility that enhances driving experience. Headquartered in Guangzhou, China, XPENG has regional offices in Beijing, Shanghai, Shenzhen, Silicon Valley, and San Diego, and in 2021, we established our European headquarters in Amsterdam, along with offices in Copenhagen, Munich, Oslo, and Stockholm. Our passionate and diverse team, with expertise in technology, finance, and the automotive industry, spans hubs in China, the US, and Europe. Together, we are forging our international presence as pioneers in the future of mobility. Why should you be part of our success story? XPENG Inc.'s American Depositary Shares (ADSs) have been listed on the New York Stock Exchange (NYSE) under the symbol 'XPEV' since August 27, 2020, and on the Stock Exchange of Hong Kong Limited (SEHK) under the symbol '9868.HK' since July 7, 2021. In 2023, XPENG further strengthened its growth trajectory with a $724 million strategic investment from Volkswagen, solidifying its position in the global market. There has never been a more exciting time to join XPENG — a leader in smart electric vehicles and sustainable mobility solutions. About the role Within the Customer Experience team, you will support the operational management of Voice of Customer activities and continuous improvement of customer experience across several Southern European markets: France, Spain, Portugal, Italy, Ireland and Greece. Your main mission will be to collect, consolidate and analyse customer satisfaction data from multiple sources, build dashboards, and turn customer feedback into concrete recommendations and operational action plans. Working at the crossroads of internal teams, the call center, the dealer network and headquarters, you will help identify the main improvement areas, monitor corrective actions and support their proper implementation in the field. Reporting line You will report to the Customer Experience Manager / User Experience Manager and work closely with Customer Service, Sales, Aftersales, Network, Marketing teams and HQ stakeholders. Main responsibilities Customer satisfaction analysis and insight generation • Collect, centralise and ensure the reliability of data from multiple sources: satisfaction surveys, NPS, call center feedback, customer requests, field feedback, dealer inputs and internal tools., • Analyse customer satisfaction results and track performance over time., • Build clear dashboards and summaries by market, dealer, area, customer journey stage or topic., • Analyse customer verbatims to identify recurring pain points, satisfaction drivers and key improvement opportunities., • Turn quantitative and qualitative data into operational conclusions that can be directly used by business teams. Sharing insights and coordinating actions • Prepare clear, structured and action-oriented presentation materials., • Share analyses and recommendations with internal teams, Zone Managers, dealers and headquarters., • Contribute to defining corrective action plans to improve NPS and service quality., • Monitor the implementation of these actions and assess their impact over time. Operational follow-up and continuous improvement • Check that action plans and standards are properly implemented in the field., • Identify gaps, roadblocks or adjustment needs in execution., • Support a continuous improvement approach based on data, customer feedback and field observations., • Contribute to the coordination of cross-functional customer experience projects. Back-office coordination and customer experience flow • Act as a link between the call center, customer requests, dealers and internal departments., • Help improve information flow between the different stakeholders., • Support better coordination, anticipation and responsiveness in the handling of customer-related topics., • Contribute to the implementation or improvement of processes aimed at strengthening the overall customer experience. Requirements • Student in business school, university or equivalent, with a specialisation in customer experience, marketing, data, quality or project management., • Strong interest in data analysis, customer satisfaction and continuous improvement., • Comfortable working in an international, cross-functional and operational environment., • Good command of Excel and reporting tools., • Strong ability to analyse both quantitative and qualitative data with accuracy., • Excellent synthesis and structuring skills., • Good PowerPoint skills to create clear and professional presentations., • Strong organisational skills, attention to detail and reliability., • Good interpersonal skills and ability to work with a variety of stakeholders., • Fluent English is mandatory: the working environment is fully English-speaking and all daily interactions are conducted in English. Personal qualities • Analytical mindset, • Rigour, • Proactivity, • Curiosity, • Attention to detail, • Team spirit, • Ability to turn findings into action What you will gain • Hands-on experience in Customer Experience and Voice of Customer., • Strong exposure to business, network, customer service and continuous improvement topics., • The opportunity to develop skills in data analysis, customer verbatims, NPS monitoring and corrective action follow-up., • A highly professional and international experience in a fast-growing environment. Next steps: To comply with GDPR, we can’t process your personal data without your given consent. Therefore, please apply directly via LinkedIn portal so that our team can proceed further. Our Commitment to Diversity and Inclusion: At XPENG, we’re an equal-opportunity employer that values diversity and positively encourages applications from suitably qualified and eligible candidates regardless of race, religion, sex, national origin, gender, sexual orientation, age, marital status, disability status or other applicable legally protected characteristics.
