Customer Experience Journey Analyst - Presales

Stellantis is looking for a Customer Journey Analyst focused on the Presales stage of the customer journey. This role collects, analyzes, and translates the customer insights that shape a customer's earliest impressions of our brands—from initial awareness and online research through consideration and the decision to visit a dealer.

The analyst is the insights engine for this stage—providing project teams and partner verticals with a clear, evidence-based view of the customer experience to inform their work.

Core competency: demand generation and digital-first shopping behavior. You'll be the expert on how prospective customers discover, research, and shortlist our brands before any dealership contact.

Journey Stage & Touchpoints

The presales stage covers awareness, discovery, and consideration—largely digital and self-directed. Key touchpoints include:

• Brand awareness channels: advertising, social media, automotive influencers, and word-of-mouth referrals
• Third-party research and feedback sources: J.D. Power studies (e.g., APEAL and Initial Quality), Edmunds, Kelley Blue Book, Cars.com, and Consumer Reports, where customers compare specs, reviews, and reliability
• OEM and brand websites: model pages, vehicle configurators/build-your-own, trim comparisons, and incentive/offer lookups
• Digital lead-generation touchpoints: inventory aggregators, online quote requests, and test-drive scheduling
• Early dealer discovery: Google Business listings, reviews, and inventory search

Key Responsibilities:

Presales Journey Insights

• Collect, analyze, and translate insights across the presales touchpoints, from awareness through consideration and dealer selection
• Serve as the subject-matter expert on digital shopping sentiment and the path to first dealer contact
• Keep the presales portion of the journey map current as channels, research behaviors, and configurator experiences evolve

Insights Synthesis & KPI Monitoring

• Synthesize survey, research, and KPI data into the presales journey map to show insights and sentiment where prospects engage and where they drop off
• Monitor presales KPIs such as awareness, digital engagement, lead volume/quality, configurator usage, and consideration-set inclusion
• Identify the touchpoints where prospective customers reject or abandon our brands, and quantify the impact

Project Milestone Support

• Support project teams through the customer insights milestone and the customer feedback/validation milestone within the project milestone framework
• Produce the evidence and documentation project teams need to meet and pass these milestone checkpoints
• Ensure relevant customer insights are represented at the insights milestone, and that customer feedback validates the solution at the validation milestone
• Partner with project teams to execute the deliverables required at each checkpoint on schedule

Cross-Functional Advisory

• Advise project teams and partner verticals—including sales, service, and customer experience teams—with stage-specific insights
• Coordinate with project teams to identify research gaps and pass additional research needs on to the research teams
• Recommend new survey or KPI-gathering touchpoints that feed back into ongoing journey monitoring

Basic Qualifications:

• Bachelor's degree in Marketing, Business, Analytics, Communications, or a related field 
• 5+ years of experience in customer intelligence, market research, VoC, customer experience, analytics, product marketing, aftersales, technical service, dealership, or related roles
• Strong analytical skills with the ability to interpret quantitative and qualitative data and synthesize meaningful insights
• Familiarity with customer experience (CX) principles, journey mapping, and metrics (e.g., NPS, CSAT, J.D. Power studies)
• Excellent communication skills, with the ability to translate complex data into clear narratives for cross-functional audiences
• Detail-oriented with strong organizational and coordination abilities across multiple teams
• Comfortable working with data and KPI tracking tools (Excel/spreadsheets required; BI or analytics platforms a plus)

Preferred Qualifications: 

• Interest in or exposure to the automotive industry or OEM/dealership environments
• Deep familiarity with customer experience (CX) principles, journey mapping, and metrics (e.g., NPS, CSAT, J.D. Power studies)
• Experience synthesizing survey or research findings into actionable insights
• Interest in digital marketing, demand generation, or top-of-funnel analytics