Job Description

The Opportunity: It is an exciting time at Stellantis, a mobility company comprised of iconic brands such as Jeep, Ram, Dodge, Alfa Romeo, Peugeot, Citroen, amongst others. We are at the forefront of a new era of sustainable mobility. Autonomy, mobility-as-a-service, electrification, and connectivity will provide countless opportunities and challenges. Our team provides critical customer insights to drive strategy and decision making regarding the sales and aftersales customer journey within our dealer network and beyond.

The Team: The Voice of Customer Team (VOC) is a critical group within Sales and Aftersales Customer Experience at Stellantis. We inject the Voice of the Customers into our processes during sales and service experiences through a deep understanding of customer feedback while interacting with our dealer network. Our work is focused on the North America region, more specifically the U.S. market, but we work closely with Canada and Mexico as well as other regions around the world.

The Role: We are looking for a S/AS Customer Experience Research Manager to join our team and lead projects related to internal surveys, syndicated studies, ad-hoc customer research, and insights socialization. A strong understanding of consumer research methodologies and insights development in the arena of customer experience is required. We are looking for a high-energy, self-starter, creative, with a sense of urgency individual who works equally well with a diverse set of stakeholders. The ideal candidate will have demonstrated experience conducting research that drives decision-making in a business environment, have a proven track record of success being \xe2\x80\x9cin the trenches\xe2\x80\x9d with research and be able to design and analyze customer feedback solutions in a fast-paced environment while being flexible and managing multiple priorities.

Main Duties:

• Provide insights regarding customer experience feedback as they relate to sales, service and other touchpoints along the customer journey and ownership experience to inform tactical and strategic decisions
• Lead primary customer experience research initiatives from beginning to end using a variety of quantitative and qualitative research methods
• Manage all phases of research projects: assessing needs, designing research, conducting research (coordination, project management), developing insights, creating reports and presentations, from simple to more complex multi-phase projects (e.g., whitespace-ideation-validation research, human centered design application)
• Lead the survey design, methodology and implementation of all Sales and Service surveys to assess SSI/CSI/NPS and experience gap analysis
• Be a strategic partner to internal stakeholders: sales, aftersales, field operations, connected services, brand, marketing, digital, translating their S/AS customer experience insights needs into research objectives and designs
• Conduct analysis of qualitative and quantitative data using text analytics, data tabulations, and other tools to turn data into insights
• Clearly summarize (via reports, video summaries, and other deliverables) insights and effectively socialize them throughout the organization in a concise, compelling way that influences decision-making
• Lead relationship with J. D. Power related to syndicated studies from creating and approving deliverables request list to publishing internally and attending to follow-up inquiries, in addition to deep-dive analysis
• Partner with global teams to identify synergies and best practices related to Customer Experience Benchmarking and Survey Methodology

Stellantis