The Manager, Voice of the Customer & Performance Analytics owns the global VOC and KPI insights engine for Customer Care. This role designs and manages how we listen to customers, how we measure performance, and how we turn data into decisions that improve products, processes and service. They ensure leadership has a clear, consistent, and actionable view of what customers are telling us and how our Customer Care operations are performing.
Key Responsibilities:
- Design and manage the global Voice of the Customer program for Customer Care, integrating surveys, complaints, NPS, CSAT, digital feedback and other signals
- Build and maintain global KPI frameworks and dashboards for key metrics (NSAT, FCR, AHT, backlog, service levels, quality, digital adoption)
- Analyze qualitative and quantitative customer feedback and operational performance data to identify trends, pain points and improvement opportunities
- Prepare regular insights packs for leadership, including commentary, root-cause hypotheses and recommendations.
- Partner with Customer Journey, Operational Excellence, and Technology & Transformation to ensure that insights are converted into prioritized actions and projects
- Ensure data quality and consistency across regions and suppliers; resolve discrepancies and align on KPI definitions and reporting
- Support business cases and transformation initiatives with robust analytical inputs and impact measurement.
- Track the impact of changes (process, technology, supplier actions) on customer metrics and operational performance
Basic Qualifications:
- Bachelor’s degree in Business, Statistics, Economics, Engineering, Data Science or related field
- 8+ years of experience in Analytics, VOC/Customer Insights, BI, or Performance Management, ideally within Customer Care or CX
- Experience working with large datasets and multiple data sources (internal & external)
- Strong analytical and storytelling skills – able to turn complex data into clear narratives and recommendations
- Proficiency with data and reporting tools (e.g., Power BI, Qlik, Tableau, Excel, or similar)
- Experience designing or managing VOC programs, surveys, or customer research
- Solid understanding of contact center KPIs and operations
- Ability to collaborate effectively with cross-functional teams and influence without direct authority
- Strong attention to detail and data quality; comfortable challenging numbers and assumptions
Preferred Qualifications:
- MBA
- Prior work in a global or multi-region context and with outsourced operations is preferred
- Experience with survey platforms or market research methods is a plus
Skills Required
- Bachelor's degree in Business, Statistics, Economics, Engineering, Data Science or related field
- 8+ years of experience in Analytics, VOC/Customer Insights, BI, or Performance Management
- Experience working with large datasets and multiple data sources
- Strong analytical and storytelling skills
- Proficiency with data and reporting tools
- Experience designing or managing VOC programs
- Solid understanding of contact center KPIs and operations
- Ability to collaborate effectively with cross-functional teams
Stellantis Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Stellantis and has not been reviewed or approved by Stellantis.
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Pay Growth & Progression — Contract-driven increases lifted hourly wages roughly 25% over 4.5 years and restored cost-of-living adjustments, pushing top rates near $42 per hour by the end of the agreement. Union hourly positions appear to have benefited most since the 2023 deal.
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Affordable Benefits — UAW-represented hourly workers pay no premiums and about 3% of total healthcare costs while receiving comprehensive medical, dental, vision, and wellness coverage. This creates materially lower out-of-pocket costs for represented hourly roles.
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Retirement Support — Post-2007 hourly hires receive a 10% employer 401(k) contribution and legacy workers saw defined-benefit improvements with retiree bonuses. Salaried roles also cite a 401(k) with employer match and contribution up to a maximum of 8%.
Stellantis Insights
What We Do
Our storied and iconic brands embody the passion of their visionary founders and today’s customers in their innovative products and services: they include Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall and mobility brands Free2move and Leasys. Powered by our diversity, we lead the way the world moves – aspiring to become the greatest sustainable mobility tech company, not the biggest, while creating added value for all stakeholders as well as the communities in which we operate.
