Customer Experience Project Manager

Stellantis NV•Auburn Hills, MI

43d

About The Position

The Customer Experience Project Manager will be responsible for planning, organizing and directing the completion of Voice of the Customer (VoC) projects while ensuring the projects are on time, on budget and within scope. This role will collaboratively support the CX research team and report to the VoC Program Manager for North America. This role will interface with other team members within the Stellantis organization as well as field/dealer personnel and business partners.

Requirements

Bachelor's degree in Business, Marketing, IT, Data Analytics, or a related field.
7 years of experience in project management, preferably within customer experience or digital transformation environments.
Strong knowledge of CX principles, customer journey design, and relevant platform technologies.
Proficiency in project management tools (g., Jira or Asana)
Working knowledge of survey management platforms (e.g., Qualtrics)
Analytical skills with hands-on experience in data interpretation, visualization (e.g., Power BI), and reporting.
Excellent communication, leadership, and stakeholder management capabilities.

Nice To Haves

Experience with agile project management methodologies.
Certification in project management (such as PMP or Scrum Master).
Familiarity with AI-driven CX tools and automation platforms.
Experience collaborating with market research teams and interpreting customer data.
Product knowledge and experience within the automotive industry, either at a corporate or dealership retail level.

Responsibilities

Main point of contact and management of all activities regarding Customer Experience (CX) Sales and After Sales (S/AS) survey & platform, including collecting and creating requirements documentation in partnership with vendor business partner
Triage of help desk escalations between internal/field and survey platform business partner
Create and distribute field communications regarding survey findings, text analytics, JD Power research and key behaviors when appropriate
Redesign current process flows and act as focal point for diverse areas and internal/external clients
Design and implement processes and communication strategies to gain information flow consistency, increase credibility and optimize information consumption
Troubleshoot daily inquiries while creating a knowledge base to improve processes and promote continuous improvement (ex. FAQs, SOPs)
Develop and manage a priority matrix for all troubleshooting needs
Point of contact for Transportation Recall Enhancement, Accountability & Documentation (TREAD) compliance related to customer feedback collection
Monitor Service Level Agreements (SLAs) with vendor business partners and alert internal team and business partners for any non-compliance
Develop survey, text analytics & research timelines and ensure research team is on track using Microsoft Project or equivalent tool
Develop internal communications regarding Voice of the Customer (VoC) data and share with the organization, including presentations and data analysis distributions to internal departments/ brands/ IT/field
Develop PowerPoint communications for VoC activities (national dealer council, field, internal)
Assist other program managers with communications as needed (Courtesy Transportation, Online Reputation Mgt, CX Operations, etc.)
Main point of contact for organizing, scheduling and documenting operational meeting minutes with CX engagement (incl: Sales/Service/Quality/Customer Care/Brands)
Point of contact for organizing, scheduling and documenting operational meeting minutes for survey platform meetings
Assist as needed in other projects including: CX Journey, Dealer and Customer Focus Groups, Ownership Lifecycle Survey Touchpoints
Point of contact with Stellantis Performance Institute for all survey and platform information, syndicated survey information, Global CX methodology, and any key behaviors that need to be communicated to the dealerships/field for training purposes