Business Project Management Senior Specialist I

The Voice of Customer Sr. Business analyst, part of the CX Analytics & Strategy department, CX Division, directly supports evidence-based action across the enterprise to improve customer experience. Taking a strategic view of customer data (Voice of the Customer (VoC)) and insights across the entire customer lifecycle, they will provide customized VoC improvement programs and support through various methods key intervention impact analyses to continually improve customer engagement program enhancements, and full journey analytics and optimization. Specifically, the Sr. Business Analyst will be responsible for:
-Supporting enterprise VoC program optimization with evidence-based analyses driving process improvement across business units with tailored insights based on unit-specific KPI's
-Generate and communicate VoC insights that inform prescriptive business decisions and marketing strategies.
-Support and assist in the design and execution of both qualitative and quantitative VoC research studies.
-Support business units to identify strategic opportunities for customer experience improvement by leveraging customer insights from multiple internal feedback listening posts.
-Support Marketing and CX with establishing, generating, and tracking KPIs to ensure the impact to customer experience and the business can be quantified.
-Present complex findings to internal and external stakeholders in a clear and concise manner.

Partner with the key groups including analytics, product and service specific offerings on improving and supporting the analytics strategy that will drive customer experience enhancement by generating strategic insights.
Analyze and report customer feedback insights (internal surveys) to advice and support Business Units on strategic decision-making that aim at improving the customer experience and generate promoters
-Support best practices for ad-hoc perceptions research across the enterprise (review customer survey to ensure consistency across the enterprise and provide feedback if necessary).
-Support the Voice of Customer team on migrating internal surveys, previously managed by external survey platforms, to the new enterprise survey platform (Qualtrics).
-Support the development of new customer listening paths, improve and re-design existing surveys, support change management and communication plan activities across the Business Units and externally (AHM, field, dealers, customers, business partners).
-Develop, and promote internal customer survey best practices to support the organization achieve high standards on collecting customer feedback.
-Support with maintaining and enhancing current surveys based on evolving business needs. For example, maintenance and updates to current Qualtrics surveys and dashboards to meet internal audience needs.
-Assist in the evaluation and implementation of new capabilities (e.g., AI Assist) as they are beta-tested/deployed to expedite action based on customer feedback insight
-Create reports at a regular cadence that inform executive audiences on KPI's associated with Qualtrics system engagement and utilization
-Work towards automating current manual processes that occur at regular intervals to realize efficiencies and reduce overall program costs.
-Support enterprise-wide initiatives/products:
-Support the Voice of Customer team on migrating internal surveys, previously managed by external survey platforms, to the new enterprise survey platform (Qualtrics)
-Develop new customer listening paths, improve and re-design existing surveys, support change management and communication plan activities across the Business Units and externally (AHM, field, dealers, customers, business partners).
-Develop, and promote internal customer survey best practices to support the organization achieve high standards on collecting customer feedback.
-Support with maintaining and enhancing current surveys based on evolving business needs.
-Support the enterprise implementation of all AHM VoC programs throughout the project lifecycle - e.g. design, prototype, report, process mapping, training, etc
-Reporting and presentations:
-Support with preparing presentation updates on project progress and analytics work to Customer Experience leadership during bi-weekly sprint reviews & related projects and meetings.

-B.S. in Social Sciences, Engineering, Analytics, Economics, Statistics, or other quantitative field. Masters or certificate in data analysis.
-5+ years in research, survey design and implementation, data analysis, process improvement, or customer experience.
-Qualtrics programming expertise, survey development and design, sampling methods
-Research methods experience including best practices for collecting customer feedback
-Strong statistical knowledge, data analysis and comprehension skills; ability to quickly synthesize data inputs to develop meaningful/actional insights.
-Knowledge and experience on qualitative (e.g., in-depth interviews, focus groups) and quantitative research methods (e.g., experimental design methods).
-Knowledge and use of AI capabilities (e.g., ChatGPT, Claude, Gemini)
-Demonstrated strong collaborative, leadership, and interpersonal skills. Able to interact with diverse stakeholders across the organization
-Demonstrated strategic decision-making mindset