Customer Experience Performance Analyst - Automotive

Job ID
Job Type
Warren, Michigan, United States
Talascend is currently seeking a Customer Service Performance Analyst for a contract opportunity in Warren, Michigan


Vehicle Commerce - Growth and Performance Analyst:  Together with the Digital Retail Strategy Team, the Vehicle Commerce - Growth and Performance Analyst will help champion our efforts to deliver the most trusted and preferred digital car shopping and buying experiences by consistently delighting customers and dealers today, and into a new era of car shopping.
They will inform and guide strategic investments to deliver cutting-edge, scalable, digital retail experiences across target markets that drive measurable improvements to local market CSAT, revenue, etc.
They will drive data into our DNA - helping us model data across customer journeys, build dynamic performance dashboards, local market analyses, etc. The position is ultimately responsible for supporting the storytelling of the Digital Retail landscape and what lies ahead - having the ability to use data to drive business decisions and attribute success measurements. The selected candidate is an entrepreneur, curious, a fast learner and always challenging the status quo. A progressive track record with a proven ability to collaborate and influence across all functions and effectively prioritize and thrive in an ambiguous / fast-paced environment is a Must.

Drive Data into the DNA of the Digital Business Team Vehicle Commerce Line of Business.  Challenge the status quo on how we measure today - from engagement, to conversion to attribution.  
Partner with LOB Analytics Lead, Product Analytics Lead, Performance Driven Marketing Lead, and Research Dept to build a comprehensive Digital Retail story.
Use dynamic data modeling to inform strategic recommendations/solutions that solve for an evolving digital landscape.
Support the measurement of our Line of Business Objectives and Key Results (OKR) - the North Star across our persistent Agile teams, and support Product and Tech Teams in OKR alignment.
Ongoing analysis in partnership with Product Teams, Dealer Success Team, etc., aligned to PI Planning and Product Launches to demonstrate success.
Drive an optimized attribution model in partnership with PDM, Research, etc., that demonstrates the impact of Digital Retail across our business.
Develop CX and Industry benchmarks in conjunction with internal and external resources to deliver insights on the Digital Retail strategy.
Develop Digital Retail measurement funnels and KPIs for various frameworks / Regions.  Set-up Digital Retail Global Dashboard(s), both at the Executive level, as well as for key functions.
Monitor business results, quickly ascertain key learnings, and make recommendations based on findings.
Analyze, interpret, evaluate, plan and influence decisions relative to programs and policies under jurisdiction of activity.
Analyze, interpret, evaluate, plan and influence decisions relative to programs and policies under jurisdiction of activity.
Maintain effectiveness in rapidly changing environments with varying technologies, people responsibilities and/or market.
Keep abreast of current product developments and trends in areas of expertise.


Problem Solving, Analytical, Leading with Influence, Managing Through Systems, Dealing with Ambiguity, Technical Learning, Managing Vision and Purpose, learning on-the-Fly, Priority Setting, Strategic Agility, Organizational Agility, Managing and Measuring Work.

Bachelor’s degree in Business, Marketing, Finance, or related field.
5+ years of experience with direct Customer Experience Management is preferred.
5 years of experience with data modeling, big data, reporting, or analysis is preferred. Knowledge and experience working within the Digital Product / Software-Enabled Services space.
Working knowledge of Agile Framework is required.
Fluent in Microsoft Office Suite is required.
Knowledge of Maxis, Power BI, etc., is preferred.
Passion for understanding customer needs and delivering an exceptional customer experience.
Highly accountable, compatible with team culture: Collaborative, flexible, innovative and results oriented.
Strong personal skills to support organizational awareness and participation
Ability to act as a catalyst for innovation and change.
Strong analytic skills with demonstrated ability to transform data into actionable information.
Strong communication skills and ability to tailor communication style, frequency, and approach for multiple audiences, including working teams, colleagues, and senior executives.
Experience working with geographically dispersed teams.

Ability to work a W2 assignment required

We thank all applicants for their interest. However, only those qualified individuals who closely meet the qualifications of the position will be contacted. The details of the position are only a summary, other duties may be assigned as necessary.

Background Check and Drug Screen may be required.

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Talascend is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.

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