Dealer Performance Customer Experience Analyst

The Dealer Performance Analyst is a specialist role responsible for owning one macro performance dimension across the entire dealer network all Business Centers, all dealers, all nameplates. Each analyst develops deep diagnostic expertise within their assigned domain, maintaining the analytical frameworks, benchmarks, and intervention playbooks that drive the field team's work. The analyst's job is not to produce reports. It is to identify what is actually happening within their performance dimension, isolate the dealer-controllable signal from market and product noise, surface the patterns and priorities that matter, and translate those into recommendations the Field Intervention team can act on. Four analysts are deployed, each owning one of the following domains: Marketing Effectiveness, Customer Experience, Inventory & Operational Discipline, and Sales Operations & Retail Process.

KEY RESPONSIBILITIES

Each analyst shares the following core responsibilities:

• Maintain the diagnostic framework and performance benchmarks for the assigned domain across all dealers, all BCs, and all nameplates updated on defined cadence

• Identify performance outliers, emerging patterns, and highest-priority intervention opportunities within the domain distinguishing dealer-controllable signals from market, product, and competitive environment factors

• Produce prioritized dealer-level recommendations with sufficient analytical context that the Field Intervention team can act without re-diagnosing from scratch

• Build and iterate intervention playbooks for the domain translating diagnostic findings into structured action guidance for Field Coaches and ASMs

• Provide analytical support for dealer-specific case review when the Field Intervention team requires deeper diagnostic context on a specific dealer

• Coordinate with peer analysts on cross-dimension patterns where multiple performance dimensions are contributing to the same dealer's underperformance

• Feed domain-level network patterns back to the Analytics Lead for incorporation into program-level strategy and SLT reporting

Domain Specializations one analyst per domain:

Customer Experience Analyst

Owns customer experience performance across the dealer network tracking NPS, detractor rates, mystery shop compliance, and loyalty metrics. Identifies dealers where CX is a causal factor in volume decline and distinguishes CX failures driven by dealer execution from those driven by product or OEM process issues.

Our Benefits - Designed with You in Mind

Comprehensive Health & Well-being Coverage

From your very first day, youll 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. Thats 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:

• An employer match on contributions to your 401k, Roth, and Catch-Up plans
• An employer contribution, even if you dont contribute

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:

• Tuition reimbursement
• Student loan refinancing programs
• 18 paid volunteer hours each year to make a difference in your community

And so much more!

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