Customer Experience Research & Insights Manager

The Customer Experience Research & Insights Manager is responsible for delivering insights to Stellantis stakeholders to enhance engagement and trust with the customer at every step of the shopping and ownership lifecycle. This role provides insights regarding consumer attitudes and behaviors as they relate to sales, service and other touchpoints along the customer journey to inform tactical and strategic decisions. A strong understanding of consumer research methodologies and insights development in the arena of customer experience are required. This role requires the ability to integrate data from various sources to derive actionable insights.

ESSENTIAL DUTIES/KEY RESPONSIBILITIES:

• Collaborate with internal Stakeholders (Sales, Mopar, Customer Care, Brand Teams, Software, Digital Strategy, Product Research, CX Field Team, etc.) to support key initiatives that impact customer experience
• In collaboration with stakeholders and cross-functional teams you will be responsible for initiating, designing, executing, analyzing, and socializing customer insights and customer journey research projects that influence key business decisions. Research techniques may include qualitative and quantitative methods such as ethnography, focus groups, in-depth interviews, and surveys (online and in-person).
• Lead end-to-end research initiatives using a variety of qualitative and quantitative methods - independently and in partnership with vendor partners.
• Own all phases of research projects, including assessing stakeholder needs, developing research designs, coordinating logistics, managing timelines, analyzing results, and presenting findings.
• Act as a strategic research partner to internal stakeholders translating business questions into research objectives and actionable insights.
• Synthesize and analyze data from multiple sources (e.g., tabulations, SPSS, mTAB, qualitative summaries) to uncover insights, implications, and clear recommendations.
• Develop and deliver compelling reports and presentations (including videos or visual summaries) to communicate findings across levels of the organization - from working teams to senior executives.
• Manage the CX Voice of the Customer analysis process to drive insights from customer verbatims
• Serve as Stellantis designer of the text analytics tool for the organization, including maintaining vendor relationship
• Review, maintain and update LLM models as necessary to ensure alignment with evolving topics of customer comments and business needs
• Work with Stellantis and vendor teams to establish and maintain data feeds to/from the text analytics tool
• Develop and maintain use cases to drive text analytics dashboard development
• Develop insights from text analytics tool and communicate findings to key stakeholders
• Co-Business Owner/SME for all corporate text analytics communication and training to team members
• Present in meetings with cross-functional teams to determine actions to be taken based upon text analytics data
• Lead or contribute to special initiatives that strengthen the overall impact and visibility of the Customer Experience team.
• Work with CX Global to leverage and utilize CX framework, methods, and tools for NA regional support in root cause analysis and understanding key consumer drivers