Analyst, Customer Success

Job Description:

Title: Customer Success Analyst (P3)

Location: Remote - USA

Reports to: Vice President, Customer Success

Vacancy: This is a new vacancy

The Role:

As a Customer Success analyst in JD Power's (JDP's) OEM Solutions division, you will leverage your skills to support the development, delivery and client use of timely, insightful data derived from a rich spectrum of Voice of Customer (VOC) datasets focused on measuring and improving the automotive owner experience. Your team's main goal will be to sustain and enhance client value of the JDP VOC datasets to which they are subscribed. The ideal candidate possesses an aptitude for nimbly and thoughtfully interpreting and processing data, and demonstrates the capacity to succeed in a dynamic, fast-paced, collaborative team environment.

While the position reports to a specific manager, the ideal candidate is able to thrive while working across a diverse array of datasets and with a broad base of team members across a matrix-type organizational architecture.

The Impact You Will Have in This Role:

As a Customer Success Analyst, the potential and expected impact of your role will be significant. You will be directly involved with leveraging some of JD Power's most valuable datasets which, over decades, have largely become institutionalized as industry gold standards for evaluating the automotive owner experience. Your portfolio of datasets will include the following, among others:

• Initial Quality Study (IQS)

• Automotive Performance, Execution and Layout (APEAL)

• Vehicle Dependability Study (VDS)

• Tech Experience Index (TXI)

• Sales Satisfaction Index (SSI)

• Customer Service Index (CSI)

The scope and delivery strategies for these datasets are dynamic and ever-changing as the automotive retail experience evolves, along with the capacity to leverage technology for novel, timely, valuable insights.

What You'll Be Doing in This Role:

Your client base will be automotive manufacturers-maintaining some of the biggest retail brands in the world-as well as various other internal and external business partners and entities. In this capacity your day-to-day responsibilities will include:

• Producing and validating client deliverables, leveraging proficiency in:

  • Excel, mTAB and SPSS for data analysis and validation

  • PowerPoint for deliverable formatting/finalization

• Identifying opportunities to improve the analytical quality of data and deliverables

• Interfacing with JDP's research production team and other internal/external partners

• Providing strong analytical support to clients focused on sustaining and enhancing the value of their subscriptions

Qualifications of this Role:

• Bachelor's degree from 4-year college or university

• 3+ years of data processing/analysis, market research or similar experience, preferably within the automotive industry

• Demonstrated experience using Excel, mTAB, SPSS, PowerPoint, Outlook and Teams

• Demonstrated experience using AI tools/capabilities (CoPilot, etc.) in a commercial/business capacity is a strong plus

• Demonstrated client relationship management skills

• Commitment to excellence in deliverable quality and passion for client satisfaction

• Ability to work in a fast-paced environment with active collaboration among team members and external business partners

The Hiring Manager says:

For the Customer Success Analyst role, we're looking for a forward-thinking self-starter who:

• Works smart vs just hard
• Functions well in a team environment
• Can successfully navigate a fast-paced, dynamic marketplace and workload

• Takes pride in their work
• Strives for innovation and success

The role affords ample opportunities for skill/experience development and performance-based career advancement.

This position has a starting salary range of $90,000 to $100,000 per year. This is the range we reasonably and in good faith expect to pay for the role at the time of posting. An employee's pay within the range is determined by a number of factors, including relevant skills, education, qualifications, experience, performance, business or organizational needs, and geographic location.

Company Mission

J.D. Power is clear about what we do to ensure our success into the future. We unite industry leading data and insights with world-class technology to solve our clients' toughest challenges.

Our Values

We POWER Our Customer's Success

We are Innovative, Collaborative and Grounded in Data

We Make Things Easy

We Get It Done

We Start with Trust & Prove it Everyday

J.D. Power is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

Should you require accommodations during the recruitment and selection process, please reach out totarecruitment@jdpa.com.

J.D. Power does not disclose your personal data to unauthorized third parties. However, as a global corporation consisting of multiple affiliated companiesin various countries, J.D. Power has international sites and J.D. Power uses resources located throughout the world. J.D. Power may from time to time also use third parties to act on J.D. Power's behalf. You agree to the fact that to the extent necessary yourpersonal data may be transferred and/or disclosed to any company within J.D. Power group of companies as well as to third parties acting on J.D. Power's behalf, including also transfers to servers and databases outside the country where you provided J.D. Powerwith your personal data. Such transfers may include for example transfers and/or disclosures outside the European Economic Area and in the United States of America. If you are a California or United Kingdom resident, additional disclosures about the information we collect and how we use that information can be found by clickinghere.

To all recruitment agencies: J.D. Power does not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.