Overview
VinFast is looking for a
Customer Experience Expert – After-Sales to drive continuous improvement in service quality and customer satisfaction across Vietnam and/or international markets. This role plays a critical part in shaping world-class after-sales experiences by leading research, process optimization, and customer journey enhancement initiatives at scale.
Job Responsibilities
- Research, analyze, and redesign after-sales service processes to improve service quality and customer experience.
- Build, optimize, and manage end-to-end customer journeys across after-sales touchpoints.
- Identify customer pain points using data, insights, and feedback, and translate them into actionable improvement initiatives.
- Collaborate with cross-functional teams (Service, Operations, Quality, IT, Markets) to implement CX improvement programs.
- Develop CX frameworks, standards, and KPIs to measure and enhance after-sales performance.
- Support CX strategy execution for Vietnam and/or overseas markets, ensuring consistency with VinFast's global standards.
RequirementsRequirements
- Proven experience in senior customer service or customer experience roles (Head of CS, CX Manager, CX Director, or equivalent) within large-scale organizations.
- Strong background in building and improving service processes, customer journeys, and CX frameworks, preferably in automotive, mobility, retail, or service-driven industries.
- Hands-on experience in leading transformation or continuous improvement projects related to after-sales or customer service.
- Strategic mindset with strong analytical, stakeholder management, and communication skills.
- Ability to work in a dynamic, fast-paced, and international environment.
- Experience working with Vietnam and/or global markets is a strong advantage.
