Customer Experience Improvement Specialist
Build your brand. Tell your story. Take advantage of a rare opportunity to start from the ground up and build something great. We are looking for technology game changers to lead Stellantis into a fundamental transformation within the automotive industry. Technology is going to disrupt the automotive industry significantly in the next decade and our organization is seeking high potential candidates to digitally transform the company with a focus on the customer experience. Stellantis' Software Organization (SWX) was established to build the most captivating experiences in the latest frontier of automotive technology. Looking for leaders with passion for change/process management. The Customer Experience Improvement Specialist focuses on coordinating across various stakeholders and brings improvements to the customer experience through technology solutions. The person must have a customer first attitude. All the changes in the customer experiences should be towards betterment only. The Customer Experience Improvement Specialist works closely with the operations teams across all the customer channels (mobile, web, wearables, voice activated services, etc.) and tracks the ratings of apps across the 14 brands. In this role you will collaborate with the commercial and marketing teams to translate and develop action items from the customer ratings and comments. The Customer Experience Improvement Specialist must be able to articulate how the action items to improve the customer experiences. Works with all the internal channel leaders to materialize the action items. The Customer Experience Improvement Specialist's goal is to achieve better customer experiences period over period. Keeps track of and plans the releases of all the improvement action items and presents to the leadership the statuses periodically. The key areas of responsibilities include but not limited to:
Collaborate with other stakeholders and follow up on the customer ratings of and comments in all the channels across the brands Understand the causal details for the ratings and comments and translate them into action items for effective technology solutions Work with the marketing and commercial teams to develop the plans for action items and communicate to all the releases Monitors the external iOS and Android app development space to learn and communicate any policy changes and/or compliance requirement changes Track the metrics for development and launch alignment Handles all the communication needs related to customer experience improvement action plans to the leadership at all the levels Leader will oversee all the activities of development across the following areas:
Collaborate with the operations and commercial teams to gather their input towards customer experience improvement Follow up with the customer ratings and comments across all the channels and brands Collaborate with marketing and legal stakeholders and create alignment for external needs Translate comments & ratings into action items and be able to articulate how customer experience improvements will be achieved from the action items Engages the channel leaders towards the action item implementation Track and publish customer experience improvement release metrics to leadership Monitor iOS and Android development community and align the internal teams for legal and compliance requirements from Apple and Google Reporting to quality gates Basic
Qualifications:
Bachelor of Science in Computer Science, Business or equivalent 5 years of experience in building and assessing high technology products, preferably in the IoT platforms Willingness to learn SAFe Agile practices Industry expertise in the connectivity solution development in automotive or consumer space Excellent communication and coordination skills while working in multi-site environment Very good understanding of engineering processes, especially requirements engineering and development processes Strong networking capabilities across business units in a multinational environment Very good problem-solving skills Good leadership skills with the ability to report at all levels Very good problem-solving skills Preferred
Qualifications:
Exposure to AGILE, DEVOPS and ITIL concepts Experience with CI/CD systems and pipelined code development practices Experience with Cloud, iOT platforms and API designs is a plus Prior experience in connected vehicle Prior experience working with an automotive OEM Excellent team player with strong people skills Well organized, process oriented and focused on coaching team members towards process excellence Strong multi-tasking capabilities in a cross functional setting Ability to interact with business partners and service providers at multiple levels Ability to hold themselves and others accountable resolving issues and maintaining project timelines
Salary Range:
$80K -- $100K
Minimum Qualification
Business DevelopmentEstimated Salary: $20 to $28 per hour based on qualifications.
Collaborate with other stakeholders and follow up on the customer ratings of and comments in all the channels across the brands Understand the causal details for the ratings and comments and translate them into action items for effective technology solutions Work with the marketing and commercial teams to develop the plans for action items and communicate to all the releases Monitors the external iOS and Android app development space to learn and communicate any policy changes and/or compliance requirement changes Track the metrics for development and launch alignment Handles all the communication needs related to customer experience improvement action plans to the leadership at all the levels Leader will oversee all the activities of development across the following areas:
Collaborate with the operations and commercial teams to gather their input towards customer experience improvement Follow up with the customer ratings and comments across all the channels and brands Collaborate with marketing and legal stakeholders and create alignment for external needs Translate comments & ratings into action items and be able to articulate how customer experience improvements will be achieved from the action items Engages the channel leaders towards the action item implementation Track and publish customer experience improvement release metrics to leadership Monitor iOS and Android development community and align the internal teams for legal and compliance requirements from Apple and Google Reporting to quality gates Basic
Qualifications:
Bachelor of Science in Computer Science, Business or equivalent 5 years of experience in building and assessing high technology products, preferably in the IoT platforms Willingness to learn SAFe Agile practices Industry expertise in the connectivity solution development in automotive or consumer space Excellent communication and coordination skills while working in multi-site environment Very good understanding of engineering processes, especially requirements engineering and development processes Strong networking capabilities across business units in a multinational environment Very good problem-solving skills Good leadership skills with the ability to report at all levels Very good problem-solving skills Preferred
Qualifications:
Exposure to AGILE, DEVOPS and ITIL concepts Experience with CI/CD systems and pipelined code development practices Experience with Cloud, iOT platforms and API designs is a plus Prior experience in connected vehicle Prior experience working with an automotive OEM Excellent team player with strong people skills Well organized, process oriented and focused on coaching team members towards process excellence Strong multi-tasking capabilities in a cross functional setting Ability to interact with business partners and service providers at multiple levels Ability to hold themselves and others accountable resolving issues and maintaining project timelines
Salary Range:
$80K -- $100K
Minimum Qualification
Business DevelopmentEstimated Salary: $20 to $28 per hour based on qualifications.
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