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

Our Benefits - Designed with You in Mind

Comprehensive Health & Well-being Coverage

From your very first day, you’ll have access to medical, dental, vision, and prescription drug coverage - ensuring you and your family stay healthy and protected.

Generous Paid Time Off

We believe in work-life balance. That’s why we offer : 17+ paid holidays, including shut-down from December 24 th through New Years Day every year. Vacation, float & wellbeing days, sick time and fully paid parental leave when your family needs you most.

Competitive Retirement Savings Plans

We help you plan for the future with :

Income Protection & Insurance Options

Benefit from included and optional disability, life, and other insurance programs - because your peace of mind matters.

Company Vehicle Lease Program

Eligible employees and their immediate families can enjoy company vehicle lease options with included insurance, maintenance, and unlimited mileage. Plus, take advantage of exclusive discounts on Stellantis products.

Family Building Benefit

We proudly support all paths to parenthood- including fertility and infertility treatments, adoption services, and gestational surrogacy.

Support for Your Growth and Giving Back

We believe in investing in your future and your passions :

And so much more!

When you join us, you’re not just building a career - you’re joining a company that supports you, inside and outside of work.