Service Quality Zone Manager

Company OverviewStellantis is a leading global automaker and mobility provider that offers clean, connected, affordable, and safe mobility solutions. Our Company’s strength lies in the breadth of our iconic brand portfolio, the diversity and passion of our people, and our deep roots in the communities in which we operate. Our ambitious electrification and software strategies and the creation of an innovative ecosystem of strategic, game-changing partnerships are driving our transformation to a sustainable mobility tech company.The driving force behind us is the diverse and talented group of employees around the world who bring their passion and experience to their work every day. And while we are a truly global organization, we remain deeply rooted in the communities in which we operate and where our colleagues live and work.With industrial operations in nearly 30 countries, Stellantis could consistently exceed the evolving needs and expectations of consumers in more than 130 markets, while creating superior value for all stakeholders.Job OverviewIdentify the surveys available, create one if not for the benchmarking need identified.Define best methodologies to be taken into account in surveys results analysis to help identify priority itemsAnalyze surveys results (benchmark) for each STLA brand in each country surveyed, and identify priority items to be worked on by brand / country within Customer journey to help in reaching STLA Top 1 targets in terms of Quality of ServiceBenchmarking surveys results reports (contents, highlights, priority items)Define Methodology/targets related to Want To Be & Dare Forward Plan on Top 1 applied to Customer satisfaction based on BenchmarkingPrepare results on Quality of service to be communicated on Corporate/Regions/Brands/BUsSupport Regions in the understanding/deep dive of the survey resultsGuarantee & ensure STLA representation within benchmark survey meetings (STLA representative, or main CX contact with representative, of CX survey owner)Manage all daily life aspects of survey management for STLA within benchmark surveyEvaluate evolution needs in benchmark surveys (questionnaire / methodology/ calculation of results). Mission/deliverables :Identify the surveys available, create one if not for the benchmarking need identified.Define best methodologies to be taken into account in surveys results analysis to help identify priority itemsAnalyze surveys results (benchmark) for each STLA brand in each country surveyed, and identify priority items to be worked on by brand / country within Customer journey to help in reaching STLA Top 1 targets in terms of Quality of ServiceBenchmarking surveys results reports (contents, highlights, priority items)Define Methodology/targets related to Want To Be & Dare Forward Plan on Top 1 applied to Customer satisfaction based on BenchmarkingPrepare results on Quality of service to be communicated on Corporate/Regions/Brands/BUsSupport Regions in the understanding/deep dive of the survey resultsGuarantee & ensure STLA representation within benchmark survey meetings (STLA representative, or main CX contact with representative, of CX survey owner)Manage all daily life aspects of survey management for STLA within benchmark surveyEvaluate evolution needs in benchmark surveys (questionnaire / methodology/ calculation of results)At Stellantis, we assess candidates based on qualifications, merit and business needs. We welcome applications from people of all gender identities, age, ethnicity, nationality, religion, sexual orientation, and disability. Diverse teams will allow us to better meet the evolving needs of our customers and care for our future.