Customer Experience Specialist

Job ID: 2013325
Career Area: Sales & Marketing
Job Category: Salaried

Location: Headquarters & Technology Center – Auburn Hills
48326, US
Date Posted: November 24, 2025
Brand: FCA Group

Stellantis Mopar Service, Parts & Customer Care Organization is currently seeking a highly skilled Customer Experience Specialist focused on improving Fixed First Visit (FFV) and other customer satisfaction results on internal surveys to join the Technical Service Organization team at Mopar Headquarters, in Auburn Hills, Michigan.

The Customer Experience Specialist position is responsible for reviewing and analyzing surveys to identify areas where dealer performance is impacting customer satisfaction, to identify dealers that need assistance to improve performance, and working with selected dealers, as well as Field Operations personnel, to effect improvement. Written and verbal communication skills are critical. Ability to analyze survey data, including the use of text analytics and AI tools is preferred.

Duties include:

• Reviewing internal surveys received after Customer Pay or Warranty repair events
• Use of multiple analytics tools (Qlik, Palantir, XM Qualtics, CoPilot)
• Use of JD Power Live app with external survey results to confirm proper focus
• Target Dealer Selection based on FFV performance, survey volume, and Field Operation input
• Assess Dealer Specific Gaps – “True” root causes
• Create Dealer Specific & Prioritized Action Plan
• Follow Up Reviews of Action Plan and survey results

EOE/Disability/Veteran

At Stellantis, we assess candidates based on qualifications, merit, and business needs. We welcome applications from all people without regard to sex, age, ethnicity, nationality, religion, sexual orientation, disability, or any characteristic protected by law. We believe that diverse teams reflect our identity as a global company, enabling us to better address the evolving needs of our customers and care for our future.

Our benefits reflects the STELLANTIS commitment to helping you reach your personal and professional goals. In addition to an environment that promotes career development, we offer benefits for a healthy lifestyle and a rewarding future, designed to take care of you and your family, in various stages of life.

As a global company, our employee packages will vary by country, customary norms and the legal entity into which you are hired.

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