Customer Experience Research and Insights Manager

Stellantis NV•Auburn Hills, MI

58d

About The Position

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.

Requirements

Bachelor's degree in Statistics, Social or Marketing Sciences, Business Marketing, or related field
7+ years of market research or related fields
Marketing research study design
Survey programming (e.g., Qualtrics)
Data analysis and synthesis
Pattern finding
Presentations and effective communication
Advanced Microsoft PowerPoint/Excel
Strong data analysis tool experience (e.g., PowerSource, mTAB, SPSS)
Project management (working with and aligning multiple stakeholder groups) and ability to manage multiple projects/tasks
Sense of urgency, and attention to detail

Nice To Haves

MBA or MS in Marketing Science, Research, or related field
Familiarity with AI-driven CX tools and automation platforms.
Automotive and/or consumer electronics experience
Proficiency in Spanish (business conversational)

Responsibilities

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

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