Customer Experience Data Analyst

JOB SUMMARY:

In this position, Aptiv's Customer Experience Data Analyst will support the day-to-day Customer Experience (CX)/ Net Promoter System (NPS), a closed-loop system to collect and respond to customer feedback, accelerating organizational insights that help improve customer relationships and business results.

The Analyst will work closely with Aptiv’s Customer Experience, Commercial Excellence, Marketing, Sales and IT partners to manage customer feedback data analytics and the technology for this priority workstream at Aptiv, helping to develop a customer-centric culture within Aptiv and to identify strategic opportunities to enhance how we work with our customers.

RESPOSIBILITIES & DUTIES:

• Drive operations behind Customer Experience (CX) / Net Promoter Score (NPS) data analytics:

  • Design/enhance, execute CX data platforms, triage and resolve issues of CX data, customer data, action plan platforms that track cross customer/cross function/cross business improvement action plans

  • Be the in-house expert on the customer feedback data management toolchain to design and build up tool capability including, but not limited to:

    • Strategic design and execution of data flows, analysis and visualization between CX tech platforms including: Qualtrics, Salesforce, Marketo, and Tableau

    • Advancing text analytics, identifying themes/attributes to develop CX strategies

    • Building and improving data visualization, automation of dashboards

    • Strategic mapping of customer response data to actionable insight, disseminate data, creating impactful reports to communicate learnings to different internal and external audiences

  • Conduct analytics to synthesize key messages and priorities from the customer feedback, identify root causes and assist in preparation of presentations

  • Manage the relationship with customer feedback management tool vendors

• Support the rollout and continuous improvement of Net Promoter System

  • Support CX Director and Managers in implementation of CX program across the business

  • Manage implementation projects, ensuring on-time deliverables, identifying issues or roadblocks and leading resolution effort

  • Lead refinement and improvement processes for the CX programs including technology, huddles, further integration, etc.

  • Manage on-going integration of new customer launches and updates to current processes

  • Assist in preparation and sending out on-line surveys; monitoring and triage responses and follow-up discussions data

  • Support NPS activities to front-line teams, helping remove roadblocks

• Operations/NPS launches:

  • Collect and maintain customer lists, working collaboratively with account teams

  • Support training for customer-facing Aptiv team members on the Net Promoter System process including conducting follow up conversations, and use of the Qualtrics platform

  • Facilitate best practice sharing between teams, functions, and divisions

  • Report progress against success metrics and identify opportunities to improve and enhance the system

  • Manage detractor response, issues, opportunity trackers incl. facilitating process to collect prioritize, and assign escalated issues and interface with regions/functions to resolve

• Support other projects to ensure success of Aptiv customer experience ambition as identified

QUALIFICATIONS:

• Bachelor’s degree in Data Analytics, Business, Economics, or Marketing

• 3-5 years of experience in a global role, preferably in business analytics or customer experience

• 1-3 years of experience driving adoption of data tools (e.g., dashboards, etc)

• 1-3 years of experience managing and mastering data, requiring high attention to detail

• Excellent verbal and written communication skills, with experience in communicating with senior stakeholders

• Excellent project management experience and organizational skills

• Ability to quickly learn new programs/processes, identifying synergies, drawing associations and adapt to achieve desired results

• Track record of driving and improving programs, with flawless attention to detail and very strong organizational and problem-solving skills

• Driven by intellectual curiosity with the ability to work semi-autonomously

• A team spirit, excellent interpersonal skills, and customer service orientation

• Ability to work with individuals at all levels and collaborate effectively across teams

• Ability to work independently and meet deadlines in a fast-paced environment

• Proficiency in Excel, Tableau, Power Point, Salesforce, Qualtrics

Why join us?

• You can grow at Aptiv. Aptiv provides an inclusive work environment where all individuals can grow and develop, regardless of gender, ethnicity or beliefs.

• You can have an impact . Safety is a core Aptiv value; we want a safer world for us and our children, one with: Zero fatalities, Zero injuries, Zero accidents.

• You have support . We ensure you have the resources and support you need to take care of your family and your physical and mental health with a competitive health insurance package.

Your Benefits at Aptiv:

• Private health care effective day 1 of employment

• Life and accident insurance

• Hybrid and flexible working hours

• Paid Time Off (Holidays, Vacation, Designated time off, Parental leave)

• Relocation assistance may be available

• Learning and development opportunities

• Discount programs with various manufacturers and retailers

• Recognition for innovation and excellence

• Opportunities to give back to the community

• Tuition Reimbursement

Apply today, and together let’s change tomorrow!

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Aptiv is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender identity, sexual orientation, disability status, protected veteran status or any other characteristic protected by law.