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Survey Analyst

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Date: Mar 8, 2023

Location: Irvine, California, US, 92606

Company: Kia America, Inc.

At Kia, we’re creating award-winning products and redefining what value means in the automotive industry. It takes a special group of individuals to do what we do, and we do it together. Our culture is fast-paced, collaborative, and innovative. Our people thrive on thinking differently and challenging the status quo. We are creating something special here, a culture of learning and opportunity, where you can help Kia achieve big things and most importantly, feel passionate and connected to your work every day.

Kia provides team members with competitive benefits including premium paid medical, dental and vision coverage for you and your dependents, 401(k) plan matching of 100% up to 6% of the salary deferral, and time off starting at 14 days per year. Kia also offers company lease and purchase programs, company-wide holiday shutdown, paid volunteer hours, and premium lifestyle amenities at our corporate campus in Irvine, California.

Status

Exempt

Summary

 The purpose of this position is to support KUS Customer Survey Integrity through the timely investigation of sales survey appeals and identification of potential survey manipulation.

This position will proactively perform analyses of Dealer sales surveys and customer sales 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 sales 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 sales survey appeal submissions and manage correspondence between Regions, Sales & Field Operations, and other stakeholders as necessary.

Major Responsibilities

 1st Priority - 35%

  • Monitor and identify potential manipulation, tampering, and outlying patterns of sales surveys by Dealers and/or Sales Professionals employed by Dealerships by examining sales 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 - 35%

  • Review sales survey appeals for removal or reinstatement.  This will require thorough comprehension of KUS’ sales survey process, understanding 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 and SAP, KIA eDelivery, Kia Connect, Consumer Affairs, Warranty, and Techline).  Provide recommended actions and response to the Regions/Field for each appeal.  Update the sales survey status as necessary on the sales survey platform.

3rd Priority - 20%

  • Maintain, track, and trend appeals to identify potential needs for training, best practices, and program and policy changes.

4th Priority - 10%

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

Education/Certification

  •  BA/BS degree or equivalent experience is preferred.

Overall Experience

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

Directly Related Experience

  •  Experienced with Excel for matching data and ability for basic scenario analyses.
  • Data collection and reporting.
  • Proficient in summarizing findings and recommendations.
  • Schedule(s) may vary at the end of the month or quarter when volume of sales survey appeals is higher.
  • Regular data collection and reporting for sales survey appeals tracking.
  • Ad hoc reporting.

Skills

Exceptional written skills needed to prepare clear and concise documents and reports.
Strong PC Skills: Microsoft Office Tools: Word, Excel, Power Point and Office 365.

Competencies

CHALLENGE - Solving Complex Problems
COLLABORATION - Building and Supporting Teams
CUSTOMER - Serving Customers
GLOBALITY - Showing Community and Social Responsibility
PEOPLE - Interacting with People at Different Levels

Pay Range

$48,100.00 - $60,000.00 

 

Work Model

  • Hybrid

 

Equal Employment Opportunities

KUS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, ancestry, national origin, sex, including pregnancy and childbirth and related medical conditions, gender, gender identity, gender expression, age, legally protected physical disability or mental disability, legally protected medical condition, marital status, sexual orientation, family care or medical leave status, protected veteran or military status, genetic information or any other characteristic protected by applicable law.  KUS complies with applicable law governing non-discrimination in employment in every location in which KUS has offices.  The KUS EEO policy applies to all areas of employment, including recruitment, hiring, training, promotion, compensation, benefits, discipline, termination and all other privileges, terms and conditions of employment.

 

Disclaimer:  The above information on this job description has been designed to indicate the general nature and level of work performed by employees within this classification and for this position.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.


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