Product Quality Customer Survey Manager

Mission

On a Worldwide Stellantis scope, for all Regions, Programs and Brands, the role of the global leader for Customer Surveys is to shape Stellantis’ understanding of customers experience with their car. He provides strategic direction, ensures methodological excellence for organizing customers surveys, and prepare and cascade clear and data driven feedback throughout the company to transforms customer insights into actionable priorities for Product Development, Manufacturing, Quality and Brand organizations. By orchestrating global surveys governance, aligning regional and corporate stakeholders, and proposing mid-term and annual targets throughout the company, this position plays a pivotal role for securing long term customer satisfaction.

Activities

• Define and steer the global strategy for product quality surveys, ensuring full endorsement from QUAL and Regional/QUAL organizations. This includes setting KPIs, securing and optimizing budgets for benchmark data collection, and maintaining continuous performance monitoring across Stellantis models. Lead budget governance for all survey activities, including arbitration, supplier quotation processes, and purchasing workflows to guarantee cost efficient and high-quality survey execution.
• Deliver consolidated global and regional survey insights to feed the QUAL and PDT quality scorecards and support data driven decision making at all levels. Coordinate with all regions to harmonize methodologies and reporting standards, strengthening the consistency and comparability of global insights.
• Oversee end to end data pipelines between Stellantis IT systems and survey suppliers (customer databases, sales volumes, vehicle traceability attributes, interview collection, data publication for STLA employees, Personal Data regulation compliance, TREAD reporting to US authorities). Drive the development of IT tools to provide seamless access to all survey data and reports across the organization. Lead continuous improvement of survey methodologies, questionnaires, and IT systems, working closely with external suppliers, to ensure the delivery of actionable insights on emerging technologies and market trends.
• Ensure year round, high impact communication of survey results to Company leadership and operational teams (Engineering, Projects, Brands, Quality, Business Units, Plants, etc.) to highlight priority improvement areas. This includes monthly reports, Brand reviews, LCV ProOne leadership briefings, new vehicle launch feedback, thematic deep dives, and early phase project presentations. Ensure that the team provides strong analytical support to operational teams, enabling actionable quality improvements.
• Drive accountability by leading reviews to ensure quality teams produce actions to close gaps to targets.
• Develop analytical tools and support project teams in forecasting their “customer Satisfaction” performance throughout the development cycle. Contribute to milestones assessment by warning in case of deviation to targets and organizing customer fleet surveys before launch of new models.
• Propose the yearly and mid-term improvement roadmap required to achieve Stellantis’ quality ambitions (“Things Gone Wrong” and “Satisfaction with the Car”), by analyzing market dynamics and Stellantis’ competitive position, and analyzing correlation between internal KPIs and external benchmark data.
• Collaborate with the team responsible for developing detailed global quality targets, ensuring they are using external benchmarking and strategically aligned, with consistent allocation to all relevant teams.