The Manager, Voice of the Customer & Performance Analytics owns the global VOC and KPI insights engine for Customer Care. This role designs and manages how we listen to customers, how we measure performance, and how we turn data into decisions that improve products, processes and service. They ensure leadership has a clear, consistent, and actionable view of what customers are telling us and how our Customer Care operations are performing.
Key Responsibilities:
- Design and manage the global Voice of the Customer program for Customer Care, integrating surveys, complaints, NPS, CSAT, digital feedback and other signals
- Build and maintain global KPI frameworks and dashboards for key metrics (NSAT, FCR, AHT, backlog, service levels, quality, digital adoption)
- Analyze qualitative and quantitative customer feedback and operational performance data to identify trends, pain points and improvement opportunities
- Prepare regular insights packs for leadership, including commentary, root-cause hypotheses and recommendations.
- Partner with Customer Journey, Operational Excellence, and Technology & Transformation to ensure that insights are converted into prioritized actions and projects
- Ensure data quality and consistency across regions and suppliers; resolve discrepancies and align on KPI definitions and reporting
- Support business cases and transformation initiatives with robust analytical inputs and impact measurement.
- Track the impact of changes (process, technology, supplier actions) on customer metrics and operational performance
Our Benefits - Designed with You in Mind
Comprehensive Health & Well-being Coverage
From your very first day, you’ll have access to medical, dental, vision, and prescription drug coverage - ensuring you and your family stay healthy and protected.
Generous Paid Time Off
We believe in work-life balance. That’s why we offer: 17+ paid holidays, including shut-down from December 24th through New Years Day every year. Vacation, float & wellbeing days, sick time and fully paid parental leave when your family needs you most.
Competitive Retirement Savings Plans
We help you plan for the future with:
- An employer match on contributions to your 401k, Roth, and Catch-Up plans
- An employer contribution, even if you don’t contribute
Income Protection & Insurance Options
Benefit from included and optional disability, life, and other insurance programs - because your peace of mind matters.
Company Vehicle Lease Program
Eligible employees and their immediate families can enjoy company vehicle lease options with included insurance, maintenance, and unlimited mileage. Plus, take advantage of exclusive discounts on Stellantis products.
Family Building Benefit
We proudly support all paths to parenthood- including fertility and infertility treatments, adoption services, and gestational surrogacy.
Support for Your Growth and Giving Back
We believe in investing in your future and your passions:
- Tuition reimbursement
- Student loan refinancing programs
- 18 paid volunteer hours each year to make a difference in your community
And so much more!
When you join us, you’re not just building a career - you’re joining a company that supports you, inside and outside of work.