Customer Experience Journey Manager - Ownership

Stellantis is looking for a CX Journey Manager focused on the Ownership Experience — spanning connected services and software, customer care throughout ownership, and the renewal decision at the end of the ownership cycle. This role collects, analyzes, and translates the customer insights of the modern ownership relationship, from the connected features customers use every day to the support they receive when something goes wrong, through to whether they choose Stellantis again.

The manager 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: the full arc of ownership. You'll be the expert on how customers use and value connected services, how they experience care and support over the ownership period, and what drives them toward or away from renewal.

Journey Stage & Touchpoints

This stage covers the entire ownership relationship, from delivery through the renewal decision. For context, Stellantis provides a decade of connected services on new vehicles (OTA updates, digital key, vehicle health reports, and emergency alerts), with paid renewal thereafter. Key touchpoints include:

• Connected-services onboarding: account/app setup and enrollment at and after delivery
• Mobile app and digital account: remote start, digital key, vehicle status, and service integration
• Over-the-air (OTA) software updates: update notifications, install experience, and new-feature delivery
• Vehicle health & safety services: vehicle health reports, diagnostics, emergency/SOS, and theft/security features
• Subscriptions & in-vehicle commerce: trial-to-paid conversion, renewals, Wi-Fi hotspot, and in-vehicle app/content offers
• Customer care & support: contact center and chat interactions, case management and escalation, roadside assistance, owner resources and documentation, and self-service support channels
• Renewal & repurchase: lease-end experience, trade-in and appraisal, loyalty and retention offers, next-vehicle consideration, and the transition back into the shopping journey
• Third-party research and feedback sources: J.D. Power connected-services and technology experience studies, app-store ratings, and online reviews

Key Responsibilities

Ownership Experience Journey Insights

• Collect, analyze, and translate insights across the ownership touchpoints — connected services and software, customer care, and renewal
• Serve as the subject-matter expert on the connected and software-defined vehicle experience across the ownership period
• Serve as the subject-matter expert on how customers experience care and support throughout ownership, and on what shapes the renewal decision
• Keep the ownership portion of the journey map current as connected features, OTA capabilities, subscription models, care channels, and retention programs evolve

Insights Synthesis & KPI Monitoring

• Synthesize survey, research, and KPI data into the ownership journey map to show how customers adopt and value connected services
• Monitor connected-services KPIs such as app engagement, enrollment, OTA adoption, and subscription trial-to-paid and renewal rates
• Monitor customer care KPIs such as contact volume and reasons, first-contact resolution, case resolution time, and support satisfaction
• Monitor renewal and loyalty KPIs such as retention rate, repurchase intent, lease-end conversion, and brand loyalty at trade-in
• Identify friction across onboarding, updates, support interactions, and the renewal decision — and quantify the impact on satisfaction, loyalty, and recurring revenue
• Connect experiences earlier in ownership to renewal outcomes, showing how support and connected-service quality influence repurchase

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, customer care, 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 
• Strong analytical skills with the ability to interpret quantitative and qualitative data and synthesize meaningful insights
• 8+ years of experience in customer intelligence, market research, VoC, customer experience, analytics, product marketing, software, connected services, dealership, or related roles
• 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 connected vehicles, digital products, software-defined vehicles, or subscription analytics
• Familiarity with contact center or customer care operations and support metrics
• Familiarity with loyalty, retention, or lease-end and remarketing programs