Head of Customer Insight & Foresight

Job Overview The Head of Customer Insight & Foresight will lead the transformation of customer intelligence across North America—eliminating blind spots and enabling Stellantis to understand, anticipate, and respond to customers better than competitors. Build the intelligence layer that makes the Customer Journey Team genuinely customer-led. This role exists to unify fragmented customer intelligence, transform data into decisions, and ensure the organization understands where customers are heading. Operating alongside three peer pillars—E2E Orchestration, Experience, and Engagement & LTV—Customer Insight & Foresight provides the intelligence foundation that enables all three to make better, faster, and more customer‑centric decisions. This is a capability‑building role, responsible for establishing the partnerships and intelligence products that will become the organization’s trusted source of customer insight and foresight. Scope & Responsibilities 1. Unified Voice of Customer (VoC) Leadership Build and operationalize a unified enterprise VoC ecosystem integrating all customer feedback and operational signals (NPS, CSAT, behavioral, digital, quality, frontline data) to deliver a single, actionable view of the E2E experience Define enterprise standards, taxonomy, and read‑out cadence Ensure insights are accessible, consistent, and actionable across brands and functions 2. Advanced Customer Insight Generation Measure end‑to‑end customer journey experience across digital, physical, and dealer touchpoints through lifecycle Develop journey analytics to identify what drives or blocks conversion, where customers drop off across touchpoints, and the key friction points impacting satisfaction and loyalty. Build deep segmentation models to uncover unmet and emerging customer needs 3. Predictive & Forward‑looking Insight Develop predictive models for customer behavior, purchase intent, retention risk, and lifetime value Anticipate market and consumer shifts impacting demand Translate forward‑looking insight into product, pricing, and experience strategy Implement early‑warning systems to detect silent churn signals before they become visible attrition Partner with commercial, brand, and CX teams to define targeted retention interventions Surface growth whitespace across customer segments, behaviors, and ownership lifecycle stages Measure and track impact of loyalty and win‑back initiatives, including testing incremental lift. 4. Business Impact & Cross‑Functional Influence Translate insights into clear business actions that improve Customer satisfaction and loyalty, Conversion and revenue, and Quality perception and brand equity Act as a strategic advisor to NA leadership and global stakeholders 5. Insight Activation & Decision Support Identify and help prioritize the most important customer opportunities and risks. Measure how insights influence business outcomes and continuously improve decision effectiveness. Act as a strategic advisor to NA leadership and global stakeholders Job Requirements Proven experience in consumer insight, analytics, or customer intelligence — including senior leadership (automotive, retail, tech, or consumer industries preferred) Proven track record building in house insight or analytics capability — not just managing at steady state B2C background essential; understanding of consumer decision‑making across digital and physical journeys Experience in federated data environments — influence and relationships, not system ownership, determine output Track record hiring and developing analytical talent Strong executive presence with the ability to confidently influence and challenge senior leadership Experience leading transformation in complex, matrixed organizations Synthesis — making meaning from complexity across disparate sources Strategic storytelling — translating consumer truth into narratives that move organizations Builder mentality — energized by ambiguity and creation, not inherited systems Organizational patience — generates credibility in a discovery phase without premature output Relationship capital as a professional discipline At Stellantis, we assess candidates based on qualifications, merit and business needs. We welcome applications from people of all gender identities, age, ethnicity, nationality, religion, sexual orientation and disability. Diverse teams, will allow us to better meet the evolving needs of our customers and care for our future. #J-18808-Ljbffr Stellantis