CX Consultant (m/w/d) - deutschlandweit - job 2 of 2

As a CX Consultant (m/w/d) at MSX International Group, your key responsibilities include collaborating with dealership leadership to enhance customer experiences, optimizing the purchasing journey for electric vehicles, and implementing innovative processes. You will also lead multidisciplinary teams in developing high-quality strategies and conduct workshops to facilitate improvement goals. Conflict management and motivating others in challenging situations will also be part of your role.

To apply for the CX Consultant (m/w/d) position at MSX International Group, candidates should possess 3-5 years of coaching or consulting experience, ideally influencing customer experience in areas such as sales and service. Proficiency in German (C2 level) and advanced English skills are necessary. Additionally, experience in the customer experience journey, especially with electric vehicles, is a plus, along with a hands-on mentality and a Class B driver's license.

The CX Consultant (m/w/d) role at MSX International Group is a hybrid position, involving both fieldwork across Germany and the opportunity for home office work. This flexibility allows you to balance your professional and personal life while fulfilling your responsibilities effectively.

At MSX International Group, the working environment for a CX Consultant (m/w/d) is dynamic and collaborative. You'll be part of a supportive team that encourages growth and development, with access to 30 vacation days and resources for professional advancement. The culture values innovative thinking and individual contributions, making it a great place to thrive.

Growth opportunities for a CX Consultant (m/w/d) at MSX International Group include prospects for professional development at both national and international levels. The company fosters individual growth, providing tools and support for you to advance in your career while gaining a wealth of experience in the automotive industry.

To enhance customer experience as a CX Consultant, I would begin by assessing current processes and collecting feedback from customers and dealership staff. Implementing voice-of-the-customer insights to drive changes, offering tailored training sessions, and creating strategies to address pain points would be central to my approach.

In my previous consulting role, I faced resistance to change from a dealership team. To address this, I arranged a series of collaborative workshops where team members could voice their concerns and offer suggestions. This not only built trust but also led to a project plan that everyone felt invested in.

I have worked with dealerships that focus on electric vehicles, gaining insights into the customer journey from initial interest to purchase. I highlighted the importance of educating customers about EV benefits, accessible charging options, and followed up after purchase to ensure satisfaction.

Prioritizing improvement goals requires a collaborative approach. I would first analyze performance metrics together with each dealership, focusing on their unique challenges and opportunities. Using this data to align on the most impactful areas for improvement ensures that our efforts yield the best results.

Effective conflict management relies on active listening, empathy, and open communication. I believe in addressing issues promptly and collaboratively, ensuring that all parties feel heard while working towards a mutually beneficial resolution.

In my past roles, I’ve often led cross-functional teams to develop customer experience improvements. This involved coordinating between departments like sales, marketing, and service to ensure that strategies are aligned and the voice of the customer is represented in every decision.

First, I would meet with the dealer to discuss specific areas where KPIs are falling short, and understand the underlying issues. I would then facilitate workshops focused on strategic solutions, ensuring all team members are engaged in driving improvements.

I would develop interactive training modules that cover best practices in customer experience, combining theory with practical role-plays. Ongoing support and follow-up assessments would help staff feel confident in applying their training effectively.

I utilize various data analysis tools, including Microsoft Office365 for creating reports and presentations. Additionally, I may use specialized customer experience software to monitor and analyze customer feedback and trends, enabling more informed decision-making.

I admire MSX International Group's commitment to innovation in the automotive industry. The opportunity to make a tangible impact on customer experiences and contribute alongside passionate colleagues deeply motivates me. I align with the company’s vision and purpose, making this role particularly appealing.