Analyst, Reporting & Insights

The Senior Analyst, Reporting & Insights drives operational visibility and informed decision-making across Customer Care by delivering accurate, timely, and actionable data insights. This role partners with key stakeholders across Customer Care, Business Transformation, Workforce Management, Quality, and centralized data teams to translate complex business needs into meaningful reporting and analysis that improves performance outcomes and supports ongoing transformation initiatives., * Analyze call center performance and quality metrics, including Quality Assurance scores, trending topics, CSAT and NPS survey results, and other qualitative and quantitative KPIs.

• Develop and deliver end-of-month, recurring, and ad hoc reports for operational leadership and executive audiences, ensuring accuracy, timeliness, and relevance.
• Build, maintain, and enhance dashboards and reporting solutions using BI tools and governed datasets in Salesforce, Tableau, or equivalent platforms.
• Translate complex datasets into clear, actionable insights and business recommendations that drive performance improvements and operational efficiencies.
• Develop data-driven narratives and visualizations for executive presentations, ensuring content is concise, compelling, and business-relevant.
• Partner with business stakeholders to define reporting requirements, document specifications, and ensure solutions meet current and evolving operational needs.
• Collaborate with BI engineers and data teams to maintain data integrity, improve reporting infrastructure, and advance the overall analytics environment.
• Champion the development of new reporting that provides a unified, enterprise-wide view of Customer Care performance.
• Identify trends, root causes, and measure the impact of process and system changes post-implementation to support continuous improvement efforts.
• Perform other duties as assigned., * Ability to work between the hours of 8AM-6PM Monday through Friday and weekends as needed. Stellantis Financial Services, Inc (SFS) is an equal opportunity employer and is committed to providing its employees with an environment that is free of harassment, discrimination, and intimidation. It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, and/or transgender status or any protected status. Candidates must possess authorization to work in the United States. This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other terms and conditions of employment. Employment and promotion decisions will be based solely on merit, ability, achievement, experience, conduct and other legitimate business reasons.

• Minimum five (5) years of experience in reporting, analytics, or business analysis.

• Minimum two (2) years of operations, call center or customer service-related experience.

• Strong analytical and critical-thinking skills with the ability to interpret large datasets, identify patterns, and draw meaningful, business-relevant conclusions.

• Advanced proficiency in Microsoft Excel and BI tools such as Tableau, Salesforce, or equivalent platforms.

• Excellent verbal and written communication skills; demonstrated ability to present complex data clearly and compellingly to diverse audiences.

• Experience gathering, documenting, and validating business requirements in collaboration with cross functional stakeholders.

• Ability to manage multiple projects and competing priorities in a fast-paced, deadline-driven environment.

Education:

• Bachelor's degree in business, Mathematics, Statistics, Data Science, or related field.

Travel 0-10% - as required on an as needed basis. Must have reliable transportation and live within a commutable distance to one of the following cities: Dallas, TX- (Remote) Possibility of 1 day- in-office

Qualifications Preferred:

• Master's Degree and/or PhD in Business, Mathematics, Statistics, Economics, Computer Science, Finance, or other quantitative fields., An applicant must be authorized to work in the United States to be eligible for this position. Stellantis Financial Services, Inc. will not sponsor applicants for work visas of any type for this position.

Stellantis Financial Services (SFS) is the new captive finance company for one of the world's leading automakers and a mobility provider with iconic brands including Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move and Leasys. Our exciting growth provides opportunities to advance your career as we successfully lead products and services from a small to midsize company in just a few years. Join our world class team and culture and contribute to our core mission which is enhancing our customer's experience