Manager, Voice of the Customer and Performance Analytics

Job Description 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 Location 1000 Chrysler Drive, Auburn Hills, Michigan 48326, United States Requirements 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 Employment Type Full-time Stellantis At Stellantis, we assess candidates based on qualifications, merit, and business needs. We welcome applications from all people without regard to sex, age, ethnicity, nationality, religion, sexual orientation, disability, or any characteristic protected by law. We believe that diverse teams reflect our identity as a global company, enabling us to better address the evolving needs of our customers and care for our future. Additional Job Posting Information 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 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 don\'t 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, you\'re not just building a career - you\'re joining a company that supports you, inside and outside of work. #J-18808-Ljbffr