Stellantis Customer Operations team within the Software organization is seeking a skilled Data Analyst – Customer Voice to transform raw, unstructured customer feedback into actionable insights that improve the Connected Customer Experience. This role is responsible for deeply analyzing customer sentiment across multiple feedback channels—including surveys, app store reviews, support tickets, and call recordings—and translating those insights into meaningful escalations, recommendations, and product improvements. The ideal candidate is a detail oriented analyst who is passionate about understanding customer pain points and collaborating with cross functional teams to drive measurable impact on product experience, subscription revenue, and customer retention.
Primary Responsibilities:
- Lead comprehensive analysis of customer feedback across all channels, developing dashboards, reports, and data models that identify sentiment trends, emerging issues, outliers, new ideas, and experience gaps.
- Serve as a central point of expertise for customer voice analytics, partnering with global counterparts to align methodologies, share insights, and raise awareness of critical themes requiring escalation.
- Continuously integrate new feedback sources into the analysis ecosystem, ensuring a holistic and up to date view of customer sentiment and behavior.
- Collaborate closely with Product Management, Business Management, Product Development, Operations, and Marketing to translate insights into clear recommendations that shape product enhancements, new feature opportunities, and customer centric strategies.
- Participate in cross functional discussions to evaluate new concepts and assess customer impact and feasibility based on data driven insights.
- Prepare clear, compelling presentations and executive level summaries that effectively communicate findings, trends, and recommendations to leadership and partner teams.
Preferred Qualifications
Basic Qualifications:
- A Bachelor’s degree in Computer Science, Data Science or another related field
- Minimum 5 years of overall experience
- Proficient in analytics tools such as Excel (Pivot Tables, V-Lookup, Macros, PowerPivot, advanced functions/formulas), SQL, Python or similar
- Working knowledge of Power BI, Qualtrics, and/or other VoC platforms.
- Working knowledge of ticket management and collaboration tools such as ServiceNow, Jira, Confluence
- Proficient in MS-PowerPoint with strong presentation and storytelling skills to translate complex data into simple, compelling narratives.
- Excellent project management, problem solving, and critical thinking skills
Preferred Qualification:
- Master’s Degree
- Experience working as Customer Voice Data Analyst with knowledge of connected services products and features at an Automotive Telematics Program
- AI skills for customer voice analysis such as Natural Language Processing (NLP), Machine Learning (ML), Generative AI or similar will be a huge plus
- Skills to build dashboard and automate reports
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