Dealer Performance Customer Experience Analyst

Dealer Performance Analyst

The Dealer Performance Analyst is a specialist role responsible for owning one macro performance dimension across the entire dealer network — all Business Centers, all dealers, all nameplates. Each analyst develops deep diagnostic expertise within their assigned domain, maintaining the analytical frameworks, benchmarks, and intervention playbooks that drive the field team's work. The analyst's job is not to produce reports. It is to identify what is actually happening within their performance dimension, isolate the dealer-controllable signal from market and product noise, surface the patterns and priorities that matter, and translate those into recommendations the Field Intervention team can act on. Four analysts are deployed, each owning one of the following domains: Marketing Effectiveness, Customer Experience, Inventory & Operational Discipline, and Sales Operations & Retail Process.

Key Responsibilities

Each analyst shares the following core responsibilities:

• Maintain the diagnostic framework and performance benchmarks for the assigned domain across all dealers, all BCs, and all nameplates — updated on defined cadence
• Identify performance outliers, emerging patterns, and highest-priority intervention opportunities within the domain — distinguishing dealer-controllable signals from market, product, and competitive environment factors
• Produce prioritized dealer-level recommendations with sufficient analytical context that the Field Intervention team can act without re-diagnosing from scratch
• Build and iterate intervention playbooks for the domain — translating diagnostic findings into structured action guidance for Field Coaches and ASMs
• Provide analytical support for dealer-specific case review when the Field Intervention team requires deeper diagnostic context on a specific dealer
• Coordinate with peer analysts on cross-dimension patterns — where multiple performance dimensions are contributing to the same dealer's underperformance
• Feed domain-level network patterns back to the Analytics Lead for incorporation into program-level strategy and SLT reporting

Domain Specializations — One Analyst Per Domain

Customer Experience Analyst

Owns customer experience performance across the dealer network — tracking NPS, detractor rates, mystery shop compliance, and loyalty metrics. Identifies dealers where CX is a causal factor in volume decline and distinguishes CX failures driven by dealer execution from those driven by product or OEM process issues.