Analyst, Owner Experience

Job Description

The Owner Experience Analyst plays a key role in advancing Mazda's owner experience and by transforming customer, dealer, operational, and loyalty data into actionable business insights. This role supports the development, implementation, measurement, and continuous improvement of initiatives designed to strengthen customer satisfaction, loyalty, retention, and advocacy throughout the ownership journey.
A significant responsibility of this role is the enhancement and maintenance of performance measurement frameworks for Owner Experience and a specific CX initiative. The Analyst will identify key performance indicators, develop scorecards and reporting methodologies, evaluate program effectiveness, and provide recommendations that support business decision-making. Working across corporate, field, and dealership stakeholders, this role facilitates meetings, supports workshops, delivers presentations, and drives alignment around customer experience objectives. Major Responsibilities

• (30%) Customer Experience Analytics
  • Analyze customer, dealer, loyalty, and operational data to identify opportunities to improve owner satisfaction, retention, and advocacy.
  • Identify trends, root causes, and emerging issues affecting the customer experience across the ownership lifecycle.
  • Develop actionable insights and recommendations for improving customer and dealer experience outcomes.
  • Evaluate the effectiveness of customer experience and loyalty initiatives using quantitative and qualitative analysis.
  • Translate complex information into clear business insights and recommendations for leadership and stakeholders.
  • Conduct ad hoc analysis to support strategic initiatives and business priorities

• (30%) KPI Development Support & Analytics
  • Maintain performance measurement frameworks supporting Owner Experience, Loyalty, and CX cultural initiatives.
  • Identify and enhance key performance indicators (KPIs), success metrics, scorecards, and dashboards to evaluate program effectiveness.
  • Support the development of measurement methodologies and reporting structures where performance indicators do not currently exist.
  • Propose leading and lagging indicators that assess program adoption, sustainment, customer outcomes, and business impact.
  • Monitor and evaluate CX initiative activation efforts, dealership staff engagement, dealership participation, and long-term program effectiveness.
  • Provide ongoing performance analysis and recommendations that support program optimization and continuous improvement.
  • Prepare executive-level reporting, scorecards, business reviews, and performance summaries.
  • Present analytical findings and strategic recommendations to management and leadership teams.

• (20%) Program Support & Strategic Initiatives
  • Support the planning, implementation, and ongoing management of customer experience, loyalty, and CX initiatives.
  • Collaborate with cross-functional teams to ensure alignment between program objectives, measurement strategies, and business outcomes.
  • Assist in the development of pilot programs, best practices, and performance improvement initiatives.
  • Track initiative performance, milestones, risks, and opportunities for improvement.
  • Support budget planning, expense management, and investment analysis for Owner Experience and specific CX initiatives, ensuring resources are aligned with strategic priorities and business objectives.
  • Support strategic planning activities related to customer experience and dealer engagement.
  • Research industry trends, competitive practices, and emerging customer experience methodologies to identify opportunities for Mazda.

• (20%) Stakeholder Engagement, Facilitation & Communications
  • Facilitate meetings, workshops, working sessions, and collaborative discussions with internal stakeholders, field teams and dealers.
  • Deliver presentations and communicate performance insights, recommendations, and program updates to various audiences, including leadership, field personnel, dealer leadership, and external stakeholders.
  • Serve as a resource supporting dealership engagement, CX dealership activation activities, dealer CX personnel development, and best-practice sharing.
  • Build relationships across corporate, field, and dealer stakeholders to support customer experience and loyalty objectives.
  • Represent the Owner Experience team during meetings, conferences, workshops, and dealer-facing events, as needed .
  • Support executive communications and presentation development related to owner experience, loyalty, and CX initiatives.

• Perform other duties as assigned

• Comply with all policies and standards

• The preceding functions have been provided as examples of the types of work performed by employees assigned to this job classification. Management reserves the right to add, modify, change or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job

Work Experience

• 3+ years experience in business analytics, customer experience, loyalty, marketing analytics, program management, or related field required
• 2+ years experience developing reports, scorecards, dashboards, or performance metrics required
• Experience facilitating meetings, workshops, and stakeholder discussions preferred
• Automotive/OEM industry experience in a corporate, field, or retail role preferred

Education

• Bachelor Degree in Arts/Sciences (BA/BS) Marketing Preferred
• Bachelor Degree in Arts/Sciences (BA/BS) or related field of study Preferred

Knowledge, Skills, Abilities

• Analytical, statistical, and data-driven mind-set; detail-oriented work style with the ability to work cross-functionally & cross culturally (Intermediate-Advanced)
• Capability to work both autonomously to derive insights and analytics from multiple data sources and work collaboratively to support a larger team in forming solutions to problems (Intermediate-Advanced)
• Self-Motivated, flexible thinker, and outstanding communicator (Intermediate-Advanced)
• Comfortable working in a fast-paced environment and influencing different personalities and perspectives (Developing-Intermediate)
• Ability to organize and manage multiple tasks, manage multiple departments, often with competing goals, problem structuring and strategic problem-solving skills (Developing-Intermediate)
• Microsoft Office skills (i.e., Word, Excel, PowerPoint, Outlook) (Intermediate-Advanced)
• Written, verbal, interpersonal, and presentation skills, including the ability to tailor complex findings for leadership and operational audiences (Developing-Intermediate)
• Ability to coordinate multiple projects and competing priorities simultaneously while meeting deadlines and delivering results (Developing-Intermediate)
• Proficiency with dashboards and data visualization tools (e.g., PowerBI, Tableau), customer data platforms, survey tools, or statistical applications preferred (Developing-Intermediate)

Physical Demands

• Stationary Position/Standing: Frequently
• Move/Traverse: Frequently
• Stationary Position/Seated: Frequently
• Communicate/Talking: Constantly
• Communicate/Hearing: Constantly
• Repetitive Motions: Constantly
• Seeing/Observing: Constantly

Travel Requirements

• 20% Flying Domestic: Essential

#LI-Remote

We support Remote work in the following states:

Alabama, Arizona, California, Colorado, Connecticut, Delaware, District of Columbia, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Kansas, Kentucky, Louisiana, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Virginia, Washington, Wisconsin

Pay Range

$77,700.00 - $112,650.00

Salary to be determined by education, experience, knowledge, skills and abilities of the applicant, internal equity, and alignment with market data.

Learn more about MNAO’s comprehensive benefits package here