Senior Manager, VOC Advanced Analytics

Job description

At Hyundai, we’ve rethought our business and created cars that combine performance, quality, design and innovation into a complete package. It’s time you rethink what you expect from an employer. At Hyundai, we understand you're not just building a career – you're building a life. We believe in our people and realize that our success is a direct result of our commitment in offering you great opportunities for your career. If you would enjoy working in a dynamic environment and are looking for a chance to become part of a stellar team of professionals, we invite you to apply online today. WORK MODEL #LI-OnSite WHAT YOU WILL DO Lead advanced analytics and data science initiatives that generate predictive, prescriptive, and root-cause insights across Voice of the Customer (VOC), product quality, and customer care data. This role focuses on leveraging statistical modeling, machine learning, and AI/GenAI techniques to proactively identify risks, optimize operations, and drive measurable improvements in customer satisfaction and product quality. HOW YOU WILL MAKE AN IMPACT Advanced Analytics Strategy Define and execute the advanced analytics roadmap across VOC, Customer Care, and Product Quality. Identify and prioritize high-impact analytical opportunities aligned with enterprise objectives. Predictive Modeling & Data Science Develop and deploy predictive models for warranty forecasting, churn prediction, and case escalation risk. Apply statistical modeling, time-series forecasting, and trend analysis to identify risks, opportunities, and performance drivers. Root Cause Analysis Lead complex analyses to identify root causes of customer dissatisfaction, quality issues, and emerging risks. Integrate VOC, operational, and warranty data to generate actionable business insights and support decision-making. Text Analytics & GenAI Apply NLP and GenAI techniques to analyze surveys, call transcripts, cases, and other unstructured VOC data. Develop scalable frameworks for sentiment analysis, topic modeling, and automated insight generation. Experimentation & Optimization Design and execute experiments, including A/B testing and causal analysis, to evaluate process improvements and customer experience initiatives. Deliver prescriptive recommendations to improve operational performance and customer outcomes. Data Integration, Executive Insights & Leadership Partner with Data Engineering teams to build scalable datasets and analytics-ready environments and ensure models are integrated into reporting solutions. Present findings to senior leadership, translate results into business actions, and lead data scientists and analysts while establishing modeling standards and delivering predictive insights that influence enterprise decision-making. WHAT YOU WILL BRING TO THE ROLE Bachelor’s degree in a quantitative field required. Master’s degree preferred (Data Science, Analytics, Engineering, etc.). Eight or more years in data analytics, business intelligence, or data science. At least three years of experience leading analytics teams. Experience in automotive, customer care, VOC, or product quality analytics strongly preferred. Experience with survey/VOC data, warranty data, or dealer performance analytics highly desirable. Advanced analytics: Python, SQL. Familiarity w/ Azure AI, OpenAI/Claude APIs. Visualization: Tableau / Power BI. Data engineering & prep: Alteryx/MS Fabric, DataMart design, ETL frameworks. Statistical modeling, forecasting, and machine learning. Text analytics/NLP/GenAI for VOC or survey data. Strong analytical mindset with ability to solve complex business problems. Ability to synthesize large, complex datasets into actionable insights. Executive communication and storytelling skills. Ability to operate in a fast-paced, cross-functional environment. Strong organizational, documentation, and process design skills. WHAT HYUNDAI CAN OFFER YOU Monthly Hyundai/Genesis vehicle lease allowance (including insurance and maintenance) Holiday Pay - the company shuts down with pay between Christmas and New Years. Medical, dental, and vision insurance for you and your family, with employer contributions to Health Savings Accounts 401(k) retirement plan with Employer Match Additional 401(K) Employer Enhanced Contribution program – eligible after 1 year of employment, in addition to the regular employer matching contribution Vacation and sick time off Employer-paid basic life and disability coverage, including Paid-Family Leave. Mental health, wellbeing, and employee assistance program Health advocate (support) Education Reimbursement program: Up to $5,250 per year for employees seeking higher education degrees. External Training and Development Programs Compensation Range: $114,800.00 - $164,000.00 annual base salary WHAT HAPPENS NEXT Express your interest by submitting an application. Once your application is received, our recruiting team will review your application to see if you meet the basic and preferred qualifications listed on the job description. For more information on our hiring process please visit our How We Hire page. OTHER DETAILS Physical requirements: Normal office duties. Must be able to travel domestically Our Company adheres to the equal employment opportunity guidelines set forth by federal, state and local laws. The information requested on this form is sought in good faith and will not be used to discriminate against the applicant based on race, religion or creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic characteristics, marital status, sex or gender (which includes pregnancy, childbirth, or related circumstances), gender identity, gender expression, age, citizenship, sexual orientation, family care or medical leave status, military and veteran status, political affiliation, or any other characteristic protected by federal, state and local laws.