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

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  Research, analyze, and redesign after-sales service processes to improve service quality and customer experience.

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  Build, optimize, and manage end-to-end customer journeys across after-sales touchpoints.

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  Identify customer pain points using data, insights, and feedback, and translate them into actionable improvement initiatives.

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  Collaborate with cross-functional teams (Service, Operations, Quality, IT, Markets) to implement CX improvement programs.

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  Develop CX frameworks, standards, and KPIs to measure and enhance after-sales performance.

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  Support CX strategy execution for Vietnam and/or overseas markets, ensuring consistency with VinFast’s global standards.

Requirements

Requirements

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  Proven experience in senior customer service or customer experience roles (Head of CS, CX Manager, CX Director, or equivalent) within large-scale organizations.

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  Strong background in building and improving service processes, customer journeys, and CX frameworks, preferably in automotive, mobility, retail, or service-driven industries.

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  Hands-on experience in leading transformation or continuous improvement projects related to after-sales or customer service.

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  Strategic mindset with strong analytical, stakeholder management, and communication skills.

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  Ability to work in a dynamic, fast-paced, and international environment.

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  Experience working with Vietnam and/or global markets is a strong advantage.