Customer Experience Journey Manager - Aftersales

Stellantis is looking for a CX Journey Manager focused on the Service and Aftersales stage of the customer journey. This role collects, analyzes, and translates the customer insights that keep customers engaged after delivery—maintenance, repair, parts, and support—where loyalty and retention are won or lost.

The manager is the insights engine for this stage—providing project teams and partner verticals with a clear, evidence-based view of the customer experience to inform their work.

Core competency: the service and retention experience. You'll be the expert on how customers maintain and repair their vehicles, and how those interactions drive long-term loyalty and retention.

Journey Stage & Touchpoints

The service and aftersales stage spans the ownership period's service interactions. Key touchpoints include:

• Service scheduling: online booking, text/app confirmations, and appointment reminders
• Maintenance & repair experience: service advisor interaction, wait times, loaner/transportation, and status updates
• Proactive outreach: mileage- and time-based maintenance reminders and recall notifications
• Parts, accessories, and warranty: parts availability, warranty claims, and service pricing transparency
• Service follow-up: post-service satisfaction surveys and issue resolution
• Third-party research and feedback sources: J.D. Power Customer Service Index (CSI-style) benchmarks and online review platforms

Key Responsibilities:

Service & Aftersales Journey Insights

• Collect, analyze, and translate insights across the service and aftersales touchpoints throughout the ownership period
• Serve as the subject-matter expert on the maintenance, repair, and support experience
• Keep the aftersales portion of the journey map current as service models, digital scheduling, and retention programs evolve

Insights Synthesis & KPI Monitoring

• Synthesize survey, research, and KPI data into the aftersales journey map to reveal where service experiences succeed or fail
• Monitor aftersales KPIs such as service satisfaction (J.D. Power CSI-style metrics), retention rate, fixed-first-visit, and scheduling friction
• Identify drivers of service defection and quantify the loyalty and revenue impact of aftersales experiences

Project Milestone Support

• Support project teams through the customer insights milestone and the customer feedback/validation milestone within the project milestone framework
• Produce the evidence and documentation project teams need to meet and pass these milestone checkpoints
• Ensure relevant customer insights are represented at the insights milestone, and that customer feedback validates the solution at the validation milestone
• Partner with project teams to execute the deliverables required at each checkpoint on schedule

Cross-Functional Advisory

• Advise project teams and partner verticals—including sales, service, and customer experience teams—with stage-specific insights
• Coordinate with project teams to identify research gaps and pass additional research needs on to the research teams
• Recommend new survey or KPI-gathering touchpoints that feed back into ongoing journey monitoring