Customer Experience Improvement Officer

“Total Customer Satisfaction” (TCS) department is based in the AMIEO (Africa, Middle East, India, Europe and Oceania) region and is responsible for end-to-end customer satisfaction, this responsibly is for both “Product” and “Experience” quality throughout the entire lifetime of the customer journey.

We are seeking for a Customer Experience Improvement Officer to be based at Nissan Motor Parts Centre, Amsterdam to be part of a dynamic team responsible for assuring positive customer experience.

Main Task & Responsibilities

CEV is in lead of NissanConnect Services (Mobile App) Task Force, validation of dealer sales & service training, (Recall) campaign completion validation, Dealer warranty compliance audits in the region. The objective is to identify & resolve key customers issues and ensure consistent customer experience processes are applied.

• Organize and perform dealer visits to judge Sales & Service readiness of the dealer network. Analyze outcome, propose countermeasure, and follow up market action plans to improve Customer Experience level.
• Support the NissanConnect Services Taskforce by analyzing data, reporting on performance quality and coordinate communication and countermeasures with internal and external stakeholders.
• Support cross-functional projects focused on the customer experience improvement.
• Create work processes, process manuals, provide staff training

Qualification & Skills

• Education Level: bachelor’s degree (HBO)
• Self-starter and used to work without day-to-day supervision, able to respond to changes and ability to take on new tasks.
• Analytical, trend monitoring and problem-solving skills.
• Comfortable to switch between defining new ideas and a hands-on approach.
• Good planning and organization skills.
• Team player; feels comfortable to work in a cross functional and multicultural team.
• Fluent in English, another major European language would be an advantage.
• Easily approachable and have a sensible approach working with different people at different levels e.g., Markets, engineers, and senior management.
• Microsoft Office proficiency (Excel, Word, Outlook, PowerPoint & Access)

Nissan is more than a car company. We are an innovation company. We take the most innovative thinking in the industry and combine it with performance, value, efficiency, safety and style. The result: Cars that thrill you every time you get behind the wheel.

With over 150 million vehicles produced globally, Nissan continues with the goal to enrich the lives of our employees and customers alike.

At Nissan, we believe that the differences among us – differences in race, gender, age, mindset, religion, people with disabilities and much more – make us stronger and equip us to better serve our customers and communities. We are committed to creating positive change that ensures transparency and inclusivity throughout the career journey, in order to build teams that create a sense of belonging for all members.

Amsterdam Netherlands