Voice of Customer

1 month ago

Raymond OH United States American Honda Motor Co. Full time

What Makes a Honda, is Who makes a Honda

Honda has a clear vision for the future, and it’s a joyful one.  We are looking for individuals with the skills, courage, persistence, and dreams that will help us reach our future-focused goals. 

 At our core is innovation. Honda is constantly innovating and developing solutions to drive our business with record success.  We strive to be a company that serves as a source of “power” that supports people around the world who are trying to do things based on their own initiative and that helps people expand their own potential. To this end, Honda strives to realize “the joy and freedom of mobility” by developing new technologies and an innovative approach to achieve a “zero environmental footprint.”

We are looking for qualified individuals with diverse backgrounds, experiences, continuous improvement values, and a strong work ethic to join our team.

If your goals and values align with Honda’s, we want you to join our team to Bring the Future

 

About this Position: 

As VOC Senior Engineer I, you will support a design division(s) in thoroughly understanding the customer experience and improving alignment between design concept and customer expectations

 

Responsibilities include:

VOC Data Analyst & Window to assigned Division(s) – Driving Assist and/or Infotainment
•    In-depth data analysis of market feedback (warranty, IQS, Consumer Reports, etc ) including developing new / custom analysis methods – proven critical thinking & problem-solving skills are a must here.
•    Learn and incorporate new data sets as needed.  With vehicles capturing more and more data, especially related to electrical areas, ability to independently figure how to organize and analyze new data is necessary.  
•    Lead education & PDCA initiatives.  Promote understanding and reflection to strategy updates.
•    Analyze customer feedback and market data such as Warranty, JD Power (IQS, APEAL, etc), Consumer Reports, etc from a customer viewpoint & align and it to the engineering background & technical strategies of internal Design Groups.
•    Communicate analytic results and data analysis to the engineering function groups so that next step actions can be made (investigative, root cause understanding, c/m direction, etc).  Succinct and clear summaries with critical take-aways are required to drive change.  
•    Ability to summarize current vehicle, non-auto market, and behavioural trends that highlight customer experiences and break-down into relational segments to relate to engineering performance parameters.


Subject matter expert (SME) & window for external “customer voice” partner (ex. Consumer Reports)
•    Disseminate related information, translate into “Honda” language that can be easily understood by both US and Japan engineers, & share pertinent summaries with Organization
•    Build mutually beneficial business relationship thru strong communication & Organizational alignment
•    Go to person for related questions & requests from entire Organization.
•    Apply Engineering background to support technical discussions outside Honda, for example with Consumer Reports Test Engineers
•    Demonstrate high professionalism representing Honda thru communication & external facing events


Project leadership & support.
•    Lead internal VOC projects as assigned.  Support higher level Organizational projects as needed.
•    Continuous self & skill progression with goal of being able to lead high level projects in future role(s).
•    Utilize critical thinking / Engineering approach towards situation assessment & path forward proposal.
•    Leverage SME skills / knowledge in areas of Honda customer feedback data sources, data analysis, deep Honda & competitor product understanding, etc
•    Create concise presentation decks and slides needed to communicate effectively for assigned areas.
•    Key needed proven attributes include assessment, correlation, organization, & communication skills.


Internal VOC Team regular support (planned & unplanned)
•    Support the development of your VOC colleagues where your strengths align with their goals
•    Maintain assigned upkeep areas for company internal VOC SharePoint
•    Miscellaneous related needs as they arise

Who we are seeking:

Bachelor’s degree in Engineering preferred or 10+ years of equivalent experience
5+ years of relevant experience.


Other Job-Specific Skills    

Strong technical background with proven ability to quickly grasp new technical concepts.  
Must be able to effectively communicate subjective views (customer perspective) to a technical audience.
Demonstrated ability to communicate effectively at both a high level (to executive leadership) and at a very detailed level (to design engineer)
Proven ability to take high level direction or requests and dig deeper than face value to maximize benefit and represent the actual needs of the customer.
Ability to take high-level direction and press forward in ambiguity, with minimal guidance.
Persistence and long-term viewpoint is critical to success and job satisfaction.

 

Additional Position Factors:

Hybrid Work Style (typically 3 days in office per week)
Typical day:  Office or remote environment.  Desk work ~70%, meetings ~25%, Vehicle checks ~5%
Some travel required, including factory trips where work environment will require extensive time on feet.
OT:  Typical 5 to 10 hours per week
 

Benefits and Total Rewards

What differentiates Honda and make us an employer of choice?
 
Total Rewards:

  • Competitive base salary
  • Overtime compensation
  • Annual Bonus
  • Associate lease car program with a cost
  • Industry leading Benefit Plans (Medical, Dental, Vision)
  • Paid time off, including vacation, paid holidays, sick time, personal days
  • 401K Plan with company match + additional contribution
  • Relocation assistance (if eligible)

 
Career Growth:

  • Advancement opportunities
  • Career mobility 
  • Education reimbursement for continued learning
  • Training and Development programs

 
Additional Offerings:

  • Wellbeing program
  • Community service and engagement programs
  • Product programs
  • Free drinks onsite

 

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