Owner Experience Analyst

This is a fully remote position, open to applicants in Alabama, +36 more locations.

📋 Description

• Analyze customer, dealer, loyalty, and operational data to pinpoint opportunities for enhancing owner satisfaction, retention, and advocacy.

• Identify trends, root causes, and emerging issues in customer experience throughout the ownership lifecycle.

• Create actionable insights and recommendations aimed at improving customer and dealer experience outcomes.

• Assess customer experience and loyalty initiatives through both quantitative and qualitative analyses.

• Maintain performance measurement frameworks for Owner Experience, Loyalty, and CX initiatives.

• Develop and refine KPIs, success metrics, scorecards, and dashboards.

• Support the establishment of measurement methodologies and reporting structures.

• Monitor the activation of CX initiatives, dealership engagement, participation, and their long-term effectiveness.

• Prepare executive-level reports, scorecards, business reviews, and performance summaries.

• Present analytical insights and strategic recommendations to management and leadership.

• Aid in planning, implementing, managing pilots, best practices, and performance improvement initiatives.

• Track the performance of initiatives, including milestones, risks, and opportunities for improvement.

• Assist in budget planning, expense management, and investment analysis.

• Research industry trends, competitive practices, and emerging methodologies in customer experience.

• Facilitate meetings, workshops, working sessions, and collaborative discussions with corporate, field, and dealer stakeholders.

• Deliver presentations and communicate insights, recommendations, and updates on programs.

• Support dealership engagement, CX activation, dealer personnel development, and the sharing of best practices.

• Build relationships across corporate, field, and dealer stakeholders.

• Represent the Owner Experience team at meetings, conferences, workshops, and dealer-facing events.

• Aid in the development of executive communications and presentations.

• Adhere to all policies and standards, performing additional duties as assigned.

⛳️ Requirements

• Minimum of 3 years of experience in business analytics, customer experience, loyalty, marketing analytics, program management, or a related field is required.

• At least 2 years of experience in developing reports, scorecards, dashboards, or performance metrics is required.

• Experience in facilitating meetings, workshops, and discussions with stakeholders is preferred.

• Prior experience in the automotive/OEM industry in a corporate, field, or retail capacity is preferred.

• Possess an analytical, statistical, and data-driven mindset.

• Ability to work independently and collaboratively across various data sources and teams.

• Strong communication, interpersonal, and presentation skills are essential.

• Capability to organize and manage multiple tasks and competing priorities effectively.

• Proficient in Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.

• Preferred proficiency with dashboards and data visualization tools such as PowerBI and Tableau, customer data platforms, survey tools, or statistical applications.

• Must be able to travel domestically by air; 20% domestic travel is required.

• Must be able to work remotely from one of the designated supported states.

🏝️ Benefits

• Comprehensive benefits package (details provided via employer link).