What are the responsibilities and job description for the User Experience Strategist position at Stellantis Financial Services?
We are seeking a User Experience Strategist with a passion for understanding how automotive customers perceive and experience in-vehicle technology and user interfaces. This role blends internal product-focused research (supporting UX design, HMI, and product teams) with external customer satisfaction insights (analyzing market data, customer feedback, and third-party reports such as JD Power).
You will play a key role in defining, measuring, and improving the perceived quality and satisfaction of automotive user experiences across infotainment, ADAS, connectivity, and vehicle controls. Your work will help shape both product decisions and customer satisfaction strategies, ensuring our products meet evolving user expectations in a competitive marketplace.
The Key Responsibilities Include
You will play a key role in defining, measuring, and improving the perceived quality and satisfaction of automotive user experiences across infotainment, ADAS, connectivity, and vehicle controls. Your work will help shape both product decisions and customer satisfaction strategies, ensuring our products meet evolving user expectations in a competitive marketplace.
The Key Responsibilities Include
- Lead end-to-end UX quality and satisfaction research for automotive interfaces, including infotainment, ADAS, connected services, and interior interactions
- Analyze internal data (warranty claims, customer service data, in-vehicle testing feedback) and external data (JD Power, Consumer Reports, syndicated studies, social listening) to uncover trends, pain points, and competitive gaps
- Utilize customer satisfaction surveys, qualitative studies, and longitudinal ownership studies focused on UX
- Evaluate benchmarking studies to assess competitive user experience quality across OEMs, identifying best practices and areas for differentiation
- Synthesize findings into actionable insights and partner with UX Design, HMI, Engineering, and Product Planning teams to prioritize improvements
- Build and maintain a UX quality dashboard tracking key metrics (e.g., user satisfaction, feature usability, perceived quality) to monitor product performance over time
- Collaborate with external research partners and data providers to enrich internal insights with industry-level data and emerging trends
- Advocate for the voice of the customer within internal teams, ensuring customer pain points are reflected in future development roadmaps
- Degree in Human Factors, Psychology, HCI, Industrial Engineering, or related degree field
- 8 years’ experience in UX research, human factors, customer experience (CX), or product quality, with a focus on automotive user experience
- Deep understanding of automotive product development processes and the role of user research and quality metrics within that lifecycle
- Strong analytical skills, including survey design, statistical analysis, text mining, and competitive benchmarking
- Experience with research tools such as Qualtrics, Medallia, NVivo, Tableau, or similar
- Familiarity with JD Power, Consumer Reports, AutoPacific, and other industry satisfaction data sources
- Strong communication skills with the ability to present complex findings to senior leadership.
- Experience working cross-functionally with Design, Engineering, Quality, and Marketing team
- Master’s degree
- Experience working in both OEM and supplier environments.
- Global research experience (China, EU, etc.)
- Familiarity with automotive regulatory requirements related to HMI/UX
- Experience working in agile product development teams
