Customer Experience Officer - Benelux

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.

Key Responsibilities:

Main Tasks

• As part of the global CXM team, you are the most important node in this matrix to improve overall customer experience in your country.

VOC Coordination & Problem Resolution

• Monitor and analyze customer feedback from multiple channels (e.g., call centers, social media, surveys, partners) to identify trends, pain points, and improvement opportunities.
• Act as the primary liaison between local teams, HQ/EU business lines, and product teams to resolve escalated issues and ensure closed-loop accountability.
• Drive timely responses to complaints/suggestions, prioritizing high-frequency or critical issues.

User Experience Improvement

• Localize global SOP White Paper and user journey touchpoint design in the market, then train it, implement it, stick to it, and audit it.
• As the local representative of users, from the user's perspective, constantly push the relevant parties throughout the user journey to improve service quality and drive optimization.

User Operation Management

• According to global guidance and local specifications, develop a local user operation plan and lead the implementation. This includes ATL management focused on social group engagement and sentiment monitoring, and BTL management of user clubs, co-branding, and KOC management (UGC development).
• Creativity and cultural relevance are encouraged to strengthen emotional bonds between the brand and users.

Cross-Functional Collaboration

• Partner with Sales, After-Sales, Marketing, Legal, Technical, Product, and PR teams to address systemic challenges (e.g., process gaps, product issues).
• Facilitate knowledge-sharing sessions to review recurring problems and disseminate best practices across regions.

Experience Measurement & Reporting

• Generate insights from experience evaluation data (e.g., NPS, CSI) to objectively measure customer satisfaction.
• Report progress, challenges, and solutions to national and global leadership.

Qualifications:

Experience

• Experience in VOC management or cross-functional coordination roles.
• Proven ability to collaborate with technical, operational, and business teams.
• Experience in automotive, tech, or consumer-facing industries is a plus.
• Fresh graduates with proven capabilities are also encouraged to apply.

Skills

• Proficiency in AI-driven tools.
• Strong analytical skills to interpret VOC data and prioritize actions.
• Excellent communication and stakeholder management skills.
• Knowledge of GDPR and customer data usage.
• Fluency in Dutch and English.

Mindset

• Proactive and passionate about customer-centric innovation.

XPENG offers:

• An interesting, unique and very varied job at XPENG
• A job with an incredibly large contact surface both internally and externally
• An attractive salary package incl. pension and with the possibility of a bonus
• To be involved in the growth of an existing EV brand in Europe

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.

As part of our application process, certain positions at our company require a pre-employment screening to ensure the reliability and integrity of our employees. This screening is a standard procedure and may include components such as a Certificate of Good Conduct (VOG) or, in cases where a VOG cannot be obtained in the Netherlands, a Criminal Background Check from your current or previous country of residence over the past five years. Additionally, the process may involve an integrity questionnaire, verification of identification, diplomas, work experience, and consultation of the central insolvency register.

We appreciate your understanding and cooperation in this important matter, as it helps us maintain the high standards expected by our team.

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.