Customer Satisfaction Analyst

Status

Summary

This position supports the overall customer Sales and Service experience for the Kia brand to specifically impact an improved Sales and Service experience for Kia customers, including sustained improvement in the annual J.D. Power syndicated SSI/CSI Studies.

This position will assist in monitoring and tracking satisfaction trends, providing analysis, diagnosing the issues, and tracking the progress of key actions.  Additionally, the candidate will support KUS Customer Survey Integrity through the timely investigation of Sales and Service survey appeals and identification of potential survey manipulation.
 
This position will proactively perform analyses of Dealer surveys and customer experience scores to identify patterns and/or evidence of potential manipulation and tampering.  This role will regularly trend and report on findings and provide recommendations for action, such as manually flagging surveys, charging back incentive program monies, program suspensions, and the like.

This position will also investigate survey appeals submitted by the Regions/Field and review with management for potential removal or reinstatement and/or consideration for revising bonus program results.  The role will track, trend, and report survey appeal submissions and manage correspondence between Regions, Sales & Service Operations, and other stakeholders as necessary.
 

Major Responsibilities

 1st Priority - 25%

• Monitor and identify potential manipulation, tampering, and outlying patterns of Sales and Service surveys by Dealers, Sales and/or Service Professionals employed by Dealerships by examining Sales and Service survey and other data.  Analyze and calculate potential impact on KPIs and program payouts.  Summarize findings and make recommendations to management for further actions.  Track and communicate resolution with all applicable stakeholders.

2nd Priority - 25%

• Review Sales and Service survey appeals for removal or reinstatement.  This will require a thorough comprehension of KUS’ Sales and Service survey process, an understanding of the KUS Survey Guidelines, and an ability to cross-reference other data sources as part of the investigative process (e.g., KUS systems such as WebDCS AS400, SAP, KIA eDelivery, Kia Connect, Consumer Affairs, Warranty, and Techline).  Provide recommended actions and responses to the Regions/Field for each appeal.  Update the survey status as necessary on the survey platform. Maintain, track, and trend appeals to identify potential needs for training, best practices, and program and policy changes.

3rd Priority - 20%

• Analyze internal SEI (Sales Experience Index) and KSI (Kia Service Index) data and J.D. Power’s SSI and CSI syndicated results to provide support for programs and initiatives and to identify areas of opportunity.

4th Priority - 20%

• Support the planning, development, and implementation of satisfaction and experience programs (e.g. KCEB) to include:
  Program metrics, communications, reporting, reviews, updates and follow-up.

5th Priority - 10%

• Perform other duties and assignments as necessary to support ongoing sales and service survey integrity measures and customer sales and service experience improvement.

Education/Certification

•  BA/BS degree or equivalent experience is preferred.

Overall Experience

• Automotive manufacturer experience preferred.
   
• Minimum one year of experience in customer sales and service/relations, consumer affairs, dispute resolution, or similar background.

Directly Related Experience

• Strong Excel skills for data analysis and reports generation.
   
• MS Office PowerPoint experience for presentation reporting.
• Experience using PowerBI for dashboard creation and reporting.
• mTab knowledge a plus.
• Proficient in summarizing findings and recommendations.

Skills

Competencies