[Hiring] Customer Success Analyst @J.D. Power

Role Description

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

• 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

Requirements

• 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

Benefits

• 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

Our mission in the market we serve is clear. To power every auto-related decision through proprietary data, advanced analytics, deep industry expertise, and seamless workflows that connect insight to action.

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