Customer Experience Operations Data Management Specialist

The CX Operations Data Management Specialist is responsible for the ownership, governance, development, and operational execution of Customer Experience data assets that support Stellantis commercial strategies and dealer-facing programs. This role serves as the primary steward of operational Customer Experience data, ensuring the accuracy, integrity, transformation, and delivery of critical datasets utilized across Sales, Service, Network Development, Customer Experience, ICT, field teams, and external partners.

The role will lead the management and evolution of key CX operational metrics including Stellantis Loyalty & Retention (SLR), Courtesy Transportation Program (CTP), customer survey data, and related customer journey performance measures. As the organization continues to mature its loyalty and retention capabilities, this individual will play a central role in accelerating SLR development, expanding data integrations, establishing governance processes, and identifying new opportunities to connect customer experience activities with measurable business outcomes.

This position serves as the bridge between operational systems, customer experience strategy, external vendors, and business stakeholders, ensuring reliable and actionable data is available to support dealer execution, incentive programs, performance measurement, and strategic decision-making.

Essential Duties and Responsibilities:

CX Data Management & Governance

• Serve as the primary owner of operational Customer Experience data architecture & governance.
• Establish and maintain data quality standards, validation processes, data definitions, and governance controls across CX data assets.
• Ensure consistency, accuracy, and reliability of data consumed by internal teams, dealers, field personnel, and external partners.
• Develop and maintain documentation for data structures, business rules, transformation logic, and operational processes.
• Lead efforts to automate manual data management activities and improve operational efficiency.

Stellantis Loyalty & Retention (SLR) Development

• Support continued development of the Stellantis Loyalty & Retention (SLR) metric and supporting datasets.
• Work with key stakeholders to enhance SLR methodology and reporting capabilities.
• Support pilot initiatives, testing activities, dealer-facing programs, appeals processes, and future commercial policy integrations.
• Develop new data requirements, reporting outputs, and governance structures required to scale SLR across the dealer network.

Operational Data Integration

• Manage the acquisition, transformation, integration, and distribution of data feeds supporting key CX programs.
• Coordinate data transfers and ongoing support with external vendors, reporting platforms, dashboard providers, and analytical partners.
• Work closely with ICT and vendor partners to implement new data feeds, system enhancements, and automation opportunities.
• Support ongoing integration between operational systems and customer-facing experience metrics.

Customer Journey Analytics Enablement

• Expand operational data connectivity beyond traditional CX measures to incorporate:
• Final Service Inspection (FSI)
• Pre-Delivery Inspection (PDI)
• Recall Information (RSU)
• Vehicle Off Road (VOR)
• Immobilized Vehicle Tracking
• Connected Services adoption
• Service retention indicators
• Customer loyalty drivers
• Develop datasets and analytical frameworks that identify key drivers of customer behavior across the ownership lifecycle.

Reporting & Stakeholder Support

• Provide operational data support to Customer Experience, Sales, Service, Network, and executive leadership teams.
• Translate complex operational datasets into actionable business insights and recommendations.
• Support monthly, quarterly, and annual reporting requirements for customer experience initiatives and commercial programs.

Vendor and Partner Support

• Act as a liaison between CX and third-party vendors responsible for reporting, dashboards, loyalty measurement, and data visualization.
• Define data requirements and oversee delivery quality from external partners.
• Ensure vendor outputs align with CX governance standards and operational requirements

Basic Qualifications:

• Bachelor's degree in Business Analytics, Information Systems, Data Science, Statistics, or a related field 
• 8+ years of experience in data analysis, reporting, business intelligence, customer experience, operations, or a related field
• Strong analytical and problem-solving skills with the ability to identify trends, patterns, and actionable insights
• Experience working with large datasets and transforming complex information into clear business recommendations
• Proficiency with data visualization and reporting tools such as Power BI, Tableau, Qlik, or similar platforms
• Advanced Microsoft Excel skills, including data manipulation, analysis, and reporting
• Strong written and verbal communication skills with the ability to present findings to both technical and non-technical audiences
• Demonstrated ability to manage multiple priorities, projects, and stakeholders in a fast-paced environment
• Experience documenting business requirements, processes, and data-related solutions
• Strong attention to detail with a commitment to data accuracy and quality

Preferred Qualifications:

• Experience using SQL, Snowflake, Databricks, or other data warehouse technologies
• Experience within automotive, customer experience, retail, dealership operations, or service-related industries
• Knowledge of customer experience metrics, loyalty programs, customer journey mapping, and satisfaction measurement
• Experience with customer feedback platforms such as Qualtrics or Medallia
• Familiarity with CRM, customer, operational, or transactional data environments
• Experience supporting cross-functional business teams through data-driven decision making
• Understanding of survey methodologies, customer insights research, and performance measurement
• Experience developing executive-level reporting and dashboard solutions
• Knowledge of data governance, data quality processes, and master data management principles
• Experience translating business needs into technical requirements and collaborating with technology partners