Customer Experience Strategist (After-Sales)

Job description

The After-Sales Customer Journey Strategist supports the development and improvement of end-to-end customer journeys across the After-Sales experience. This role contributes to the analysis, insight development, and strategic recommendations that inform how the organization improves customer experiences across service and maintenance, customer communications, ownership tools, engagement programs, retention strategies, and long-term customer value. Reporting into the After-Sales Customer Journey Strategy Director within the Marketing organization, the After-Sales Customer Journey Strategist works closely with cross functional partners in marketing, UX, analytics, product, and operations to identify customer friction points, analyze journey behavior, and support the development of journey strategies and initiatives. This role is designed for a strategically minded individual contributor who is comfortable working with data, research, and customer insight to help translate complex customer behaviors into clear opportunities for improvement. The After-Sales Customer Journey Strategist helps ensure that customer insights are consistently translated into actionable recommendations that improve customer experience and business outcomes. Responsibilities: Evaluate the end-to-end After-Sales customer journey to identify the most meaningful experience gaps and improvement opportunities across service and maintenance, customer communications, ownership tools, engagement, retention, and long-term customer value. Analyze customer behavior, journey analytics, and voice of customer signals to uncover friction points, understand needs, and identify opportunities to improve the customer experience. Synthesize insights from multiple sources including customer research, behavioral analytics, operational data, and market intelligence. Develop and maintain customer journey maps that document lifecycle stages, key moments, customer needs, pain points, and opportunity areas. Support the development of After-Sales journey strategies by helping translate customer insight into clearly defined problem statements and opportunity areas. Contribute to the development of analysis, frameworks, and strategic materials that inform journey prioritization, initiative planning, and expected customer, retention, and business impact. Partner with teams across Marketing, UX, Analytics, Product Management, and Operations to gather inputs, understand current experiences, and validate opportunity areas. Work with analytics teams to interpret customer data and identify behavioral patterns across channels, lifecycle stages, customer segments, and long-term ownership behavior. Support experimentation and optimization efforts by helping identify hypotheses, testing opportunities, and measurement approaches within key journeys. Assist in defining and monitoring journey-level performance metrics to evaluate experience improvements and initiative outcomes. Prepare clear summaries, presentations, and documentation that communicate journey insights and strategic recommendations to cross functional teams. Maintain and evolve documentation related to journey frameworks, insights, and strategic recommendations to support repeatable approaches to journey analysis and continuous improvement. Qualifications: 3 to 6 years of experience in customer experience strategy, marketing strategy, digital strategy, UX research, analytics, management consulting, or a related field. Experience analyzing customer behavior and translating data, research, and feedback into actionable insights. Exposure to customer journey mapping, lifecycle marketing, digital experience strategy, or product experience analysis. Strong analytical thinking with the ability to synthesize insights from multiple data sources including research, analytics, and operational signals. Experience working in cross functional environments that include marketing, product, UX, analytics, or technology teams. Ability to structure ambiguous problems and contribute to thoughtful recommendations grounded in evidence. Strong written and presentation skills with the ability to communicate insights clearly and effectively. Experience with digital analytics, customer behavior analysis, and voice of customer programs. Exposure to experimentation, A/B testing, or experience optimization frameworks. Interest in emerging technologies and AI enabled capabilities that may influence customer experiences. Ability to manage multiple streams of analysis and work effectively in fast moving environments. Bachelor’s degree in marketing, business, analytics, psychology, economics, or a related discipline. Exciting Benefits and Perks Await You: Competitive compensation and 401k matching Enjoy a healthy work-life balance with insurance plans (health, dental, vision) and maternity benefits. Associate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGear Access amazing deals and discounts through YouDecide, a website with offers from top providers and retailers Join our DRVPNK mission to raise and donate millions of dollars to cancer research and treatment, partnering with cancer charities nationwide AutoNation is one of the largest automotive retailers in the United States, offering innovative products, exceptional services, and comprehensive solutions, empowering our customers to make the best decisions for their needs. With a network of dealerships nationwide strengthened by a recognized brand, we offer a wide variety of new and used vehicles, customer financing, parts, and provide expert maintenance and repair services. Through DRV PNK, we have raised over $40 million for cancer-related causes, demonstrating our commitment to making a positive difference in the lives of our Associates, Customers, and the communities we serve. AutoNation is committed to creating a diverse, equitable, and inclusive environment in our workplace and the services we provide. We welcome candidates from all backgrounds who are passionate about making a positive impact. Even if you do not meet every requirement, we encourage you to apply. Join our team and help us foster a culture of belonging while contributing to our revolutionary work in the automotive industry. We value innovation, teamwork, and a commitment to making a positive impact in the world.