CX Analyst

Description

Job Summary: As a CX Analyst, you will play a pivotal role in transforming customer experience into a strategic asset, driving post-sales retention and incremental revenue across the vehicle's lifecycle. Key Highlights: 1. Accelerate your professional development within a supportive team. 2. Create exceptional experiences for customers and colleagues. 3. Join a global company that values well-being and growth. 04 Jun 2026 Lima, Peru Support Functions Permanent Employee **CX Analyst** **Location: Lima, Peru** **Mode: Hybrid - Full Time** Are you looking to accelerate your professional development, build a brilliant career, and thrive in a team that supports you? Join Inchcape **Peru**, part of the global Inchcape group. You will play a key role in delivering exceptional experiences to our customers and colleagues. We offer numerous opportunities and challenges that will elevate both our organization and your career to the next level. Our **VAS** team is seeking a **CEX Analyst** to join Inchcape **Peru**. The purpose of this role is to transform customer experience into a strategic asset that drives post-sales retention and generates incremental revenue throughout the entire vehicle lifecycle. This role is critical to reversing mass customer attrition following the first maintenance service by designing and implementing a standardized customer journey and protocols that ensure early brand commitment and guarantee continued return to the official dealer network. **What You’ll Do** * Standardize the customer experience (CX) across the entire dealer network: one value proposition, one journey, one customer. * Standardize operational protocols at dealerships and workshops to ensure consistency. * Design the end-to-end customer journey — from initial quotation through to vehicle renewal. * Ensure omnichannel consistency across all touchpoints. * Develop strategies to increase post-sales retention (currently ~15%) for vehicles up to 10 years old. * Identify critical attrition points (e.g., after first maintenance, at warranty expiry) and implement preventive actions. * Design the 'Customer Lock' program to prevent churn starting from vehicle delivery. * Design value propositions that incentivize return visits to the official workshop. * Develop integrated cross-sell and up-sell strategies aligned with the customer journey. * Train and support teams in executing the new CX model. * Monitor experience quality and make continuous improvements. * Turn customer relationships into measurable, strategic assets. * Establish experience-related KPIs linked directly to business outcomes. **About You** To succeed in this role, you must have: * A university degree in Industrial Engineering, Marketing, or a related field. * 2–3 years of experience in customer experience (CX) management, ideally within the automotive sector, high-value retail, or services. * Experience designing and implementing customer journeys and loyalty programs. * Proficiency in experience design methodologies (e.g., Design Thinking, Service Design). * Experience working with experience management and feedback platforms (e.g., Qualtrics, Medallia, etc.). * Experience working with dealership networks or franchises. **What We Offer** At Inchcape, we are building the future of mobility — and we invite you to be part of it. You’ll join a collaborative culture that values well-being, growth, and inclusion. Through impactful work, continuous development, and global and local rewards, we create a workplace where people can achieve success and realize their aspirations. **Start Your Journey** At Inchcape, we are building the future of mobility — and we invite you to be part of it. You’ll join a collaborative culture that values well-being, growth, and inclusion. Through impactful work, continuous development, and global and local rewards, we create a workplace where people can achieve success and realize their aspirations. If you’re interested in this position but don’t meet all the requirements, we still encourage you to apply. You may be the ideal candidate for this role — or for another opportunity at Inchcape. **Opportunities for All** Inchcape promotes the inclusion of individuals across all identities, backgrounds, and experiences — ensuring our workforce reflects the diverse global communities in which we operate. Learn more here about our Inclusion and Diversity commitments, including our goals, programs, and policies. **About Us** Inchcape is the world’s leading automotive distributor, operating in over 40 markets. We partner with the industry’s most prestigious brands to sustainably advance better mobility — today and for the future. Our diverse global team of over 16,000 professionals fosters an inclusive and collaborative culture, delivering exceptional experiences to our customers and partners. We are a dynamic and rapidly growing company driving industry transformation and redefining the future. Discover more at www.inchcape.com **Additional Information** If you are selected, we will contact you to begin our selection process. We may request additional information to learn more about your experience, education, and professional background.