Customer Experience Research and Insights Manager

The Sales and After Sales Customer Experience Research Manager will 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 “in the trenches” 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

EOE/Disability/Veteran

At Stellantis, we assess candidates based on qualifications, merit, and business needs. We welcome applications from all people without regard to sex, age, ethnicity, nationality, religion, sexual orientation, disability, or any characteristic protected by law. We believe that diverse teams reflect our identity as a global company, enabling us to better address the evolving needs of our customers and care for our future.

Our benefits reflects the STELLANTIS commitment to helping you reach your personal and professional goals. In addition to an environment that promotes career development, we offer benefits for a healthy lifestyle and a rewarding future, designed to take care of you and your family, in various stages of life.

As a global company, our employee packages will vary by country, customary norms and the legal entity into which you are hired.

We care about your privacy. For more information on how your personal data is processed, please read the specific Privacy Statement provided by the respective entities whose job offer you have selected.