CX Intern

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.

Job Title: CX Intern - France ( 4 Months )

Intern – Customer Experience, Voice of Customer & Data Analysis

About the role

Within the Customer Experience team, you will support the operational management of Voice of Customer activities and continuous improvement of customer experience across several Southern European markets: France, Spain, Portugal, and Greece.

Your main mission will be to collect, consolidate and analyse customer satisfaction data from multiple sources, update existing and build new dashboards, and turn customer feedback into concrete recommendations and operational action plans.

Working at the crossroads of internal teams, the call center, the dealer network and headquarters, you will help identify the main improvement areas, monitor corrective actions and support their proper implementation in the field.

Reporting line

You will report to the Customer Experience Manager Southern Europe and work closely with Customer Service, Sales, Aftersales, Network, Marketing teams and HQ stakeholders.

Main responsibilities

Customer satisfaction analysis and insight generation

• Collect, centralise and ensure the reliability of data from multiple sources: satisfaction surveys, NPS, call center feedback, Google reviews, customer requests/inquiries/complaints, field feedback, dealer inputs and internal tools.
• Analyse customer satisfaction results and track performance over time.
• Build clear dashboards and summaries by market, dealer, area, customer journey stage or topic.
• Analyse customer verbatims to identify recurring pain points, satisfaction drivers and key improvement opportunities.
• Turn quantitative and qualitative data into operational conclusions that can be directly used by business teams.

Sharing insights and coordinating actions

• Prepare clear, structured and action-oriented presentation materials.
• Share analyses and recommendations with internal teams, Zone Managers, top management, dealers and headquarters.
• Contribute to defining corrective action plans to improve NPS and service quality.
• Monitor the implementation of these actions and assess their impact over time.

Operational follow-up and continuous improvement

• Check that action plans and standards are properly implemented in the field.
• Identify gaps, roadblocks or adjustment needs in execution.
• Support a continuous improvement approach based on data, customer feedback and field observations.
• Contribute to the coordination of cross-functional customer experience projects.

Back-office coordination and customer experience flow

• Act as a link between the call center, customer requests, dealers and internal departments (mainly sales and aftersales teams).
• Help improve information flow between the different stakeholders.
• Support better coordination, anticipation and responsiveness in the handling of customer-related topics.
• Contribute to the implementation or improvement of processes aimed at strengthening the overall customer experience.

Profile

• Student in business school, university or equivalent, with a specialisation in customer experience, marketing, data, quality or project management.
• Strong interest in data analysis, AI tools, customer satisfaction and continuous improvement.