Reporting & Analytics - Reporting Analyst hos Chrysler

Center Line
Job Overview
Customer Care serves as the touch-point for all customer questions or concerns throughout the ownership of their Chrysler/Jeep/Dodge/Ram/FIAT/Alfa Romeo. The Reporting & Analytics team analyzes the data collected from these touch-points to generate insights to help drive a great experience. The Analyst supports FCA’s vision to provide superior customer service by identifying issues and opportunities within operational performance, process adherence, and product quality. A robust feed-network enables responsible organizations to establish actions to these gaps, improving the ownership experience. Customer Care at FCA is undergoing an operational, systems, and process transformation. This position will support this transformation by building new reporting, dashboard development, modeling, and insightful analysis. This position works collaborates extensively with Customer Care Operations, Regulatory, Digital and Social, Safety, Service Contracts, Quality, Warranty and the Technical Service Office.
The Customer Care Report and Analytics Analyst will have a specific scope of responsibilities with regular opportunities to engage in broader areas for development. Team engagement dominates the culture and the benefit in personal development, creative issue resolution, and strategic opportunity ideation is paramount.
Job responsibilities include, but are not limited to:

  • Monitor market and customer care operational level KPIs to identify trends, and variances to the trend, in performance
  • Generate recurring scorecard reports and analysis associated with call centers and customer service satisfaction, to support managers in Customer Care as well as other Business Units (Warranty, TSO, Dealer Network, etc.)
  • Assist with report development and design including analytic dashboards
  • Identify opportunities to improve reporting and analytics capabilities and participate in customer care system enhancement projects
  • Collaborate and partner with cross functional teams on investigative advanced analytics and predicative modeling projects
  • Create executive level PowerPoint presentations
  • Participate in project-based assignments which improve upon the customer experience as well as further develop skills and leadership of this position

Basic Qualifications:

  • Bachelor degree in Project Management, Business Administration, or Decision Science/ Statistics or related field
  • Expert level in Microsoft Business Suite (Excel, PowerPoint, VBA)
  • Must be creative and design oriented
  • Goal-oriented and self-directed
  • Demonstrated enthusiasm and ability to drive change
  • Strong verbal and written communication skills

Preferred Qualifications:

  • Master degree in above related area of study
  • Photoshop experience
  • Demonstrated ability to learn and be proficient with new software applications
  • Knowledge of Salesforce and Salesforce reporting tools
  • Knowledge of Genesys reporting tools (Business Objects, MicroStrategy BI platform, Developer Analytics)

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