Customer Journey Digital Transformation Specialist

This position supports the development and integration of industry leading technologies that enhance customer experience. This role will give you great exposure and the opportunity to interact and collaborate with many divisions of the OEM including the Digital marketing team, Chief Marketing Management (product) teams, Aftersales and the Regional teams.

In this role, you will be the primary contact with the product teams to ensure accuracy and timely release of vehicle information and specifications in our customer-facing NCAR and ICAR-X technologies. You will also be managing and coordinating with external vendors the development and adaptation of feature information videos for our YouTube Owner Channels.

You will be working on the engagement of the dealer network by creating and maintaining regular and ad hoc performance reports and providing insights on customer satisfaction and ROI through analysis. Reviewing and auditing dealer utilization of the NCAR & ICAR-X tool.

You will be supporting the Customer Journey team in the launch of new programs to improve the Customers’ overall experience at a dealer and/or national level; while driving digital transformation that blends online and offline channels to drive a seamless end to end customer experience. Support in management of projects such as E-commerce and App development will be a focus for this role.

his position supports the development and integration of industry leading technologies that enhance customer experience. This role will give you great exposure and the opportunity to interact and collaborate with many divisions of the OEM including the Digital marketing team, Chief Marketing Management (product) teams, Aftersales and the Regional teams.
In this role, you will be the primary contact with the product teams to ensure accuracy and timely release of vehicle information and specifications in our customer-facing NCAR and ICAR-X technologies. You will also be managing and coordinating with external vendors the development and adaptation of feature information videos for our YouTube Owner Channels.
You will be working on the engagement of the dealer network by creating and maintaining regular and ad hoc performance reports and providing insights on customer satisfaction and ROI through analysis. Reviewing and auditing dealer utilization of the NCAR & ICAR-X tool.
You will be supporting the Customer Journey team in the launch of new programs to improve the Customers’ overall experience at a dealer and/or national level; while driving digital transformation that blends online and offline channels to drive a seamless end to end customer experience. Support in management of projects such as E-commerce and App development will be a focus for this role.
Key Responsibilities

• Ensure accurate vehicle specifications for new models and updates, and review Canadian adaptations of US feature videos.

• Execute reports on application performance, usage, and ROI, correlating data with customer satisfaction.

• Serve as the primary contact for user support via phone and email, while preparing communications and bulletins.

• Support the launch and management of Customer Journey programs, collaborating with cross-functional teams.

• Assist in project management and reporting for initiatives like E-commerce, app development, and customer experience programs.

• Analyze and optimize application effectiveness by evaluating usage data and customer feedback.

• Coordinate communication campaigns and strategic initiatives to enhance the customer experience at both retailer and national levels.

Minimum Requirements
Education: Post secondary degree required.
Experience: Experience with process flows, program analysis and implementation. Automotive experience, retail experience preferred. In internships or Nissan School program.
Language: Advanced English
Computer skills:
Must: Microsoft Office (pivot tables / v-lookups / charts / PowerPoint)
Nice to have: Tableau
Competencies:

• Self-Learner

• Interpersonal skills

• Complexity and Problem Solving

• Strong attention to detail

• Sensory and Physical Demands:

• People Management

By applying for the advertised position, candidates acknowledge that Nissan Mexicana and its subsidiaries reserve the right to conduct a public conduct search due to the sensitive nature of the assets and information involved in the role. This includes, but is not limited to, proprietary information, financial data, and other assets requiring safeguarding. Nissan Mexicana and its subsidiaries assure confidentiality and compliance with all legal requirements regarding the use of such information.  By applying for this position, you are consenting to this check.

Nissan (NMEX, NRFS, NRFM y ANZEN) realiza contrataciones con base al cumplimiento del perfil de puesto en la vacante, sin distinción, ni discriminación por género, identidad y/o expresión de género, orientación sexual, raza, color, idioma, religión, opinión política o de cualquier otra índole, origen nacional o social, posición económica, nacimiento o cualquier otra condición.

Nissan (NMEX, NRFS, NRFM and ANZEN) hires based on the fulfillment of the job profile in the vacancy, without distinction or discrimination based on gender, gender identity and/or expression, sexual orientation, race, color, language, religion, political or any other opinion, national or social origin, economic position, birth or any other condition.

Mexico City Mexico