Senior Analyst, Reporting & Insights

About the Company

Stellantis Financial Services (SFS) is the captive finance arm supporting one of the world’s leading automotive manufacturers and mobility brands. Its portfolio includes Abarth, Alfa Romeo, Chrysler, Citroën, Dodge, DS Automobiles, Fiat, Jeep®, Lancia, Maserati, Opel, Peugeot, Ram, Vauxhall, Free2move, and Leasys.

The business is growing quickly, creating strong opportunities for career progression as it expands from a small organization into a midsize company in a short span of time. Team members are encouraged to help strengthen a culture focused on delivering an improved customer experience.

Position Overview

The Senior Analyst, Reporting & Insights is responsible for improving visibility into Customer Care operations and supporting better decision-making through timely, accurate, and practical data analysis. The role works closely with stakeholders in Customer Care, Business Transformation, Workforce Management, Quality, and centralized data teams to convert business needs into reporting and insights that help improve performance and support transformation efforts.

Key Responsibilities

• Review contact center performance and quality indicators, such as QA results, trending themes, CSAT and NPS survey outcomes, and other qualitative and quantitative measures.
• Prepare monthly, recurring, and ad hoc reporting for operational leaders and executive stakeholders with strong attention to accuracy, timing, and business relevance.
• Design, update, and improve dashboards and reporting outputs using BI platforms and governed datasets in Salesforce, Tableau, or similar tools.
• Convert large and complex datasets into practical insights and recommendations that support better performance and greater operational efficiency.
• Create clear visual summaries and analytical narratives for executive-level presentations.
• Work with business partners to clarify reporting needs, document requirements, and ensure solutions continue to meet changing operational demands.
• Coordinate with BI engineers and data teams to protect data quality, strengthen reporting systems, and mature the analytics ecosystem.
• Help develop reporting that gives the organization a consistent, enterprise-wide view of Customer Care performance.
• Spot patterns, identify root causes, and evaluate the effects of process or system changes after implementation to support continuous improvement.
• Carry out additional responsibilities as assigned.

Required Experience and Qualifications

• At least 5 years of experience in reporting, analytics, or business analysis.
• At least 2 years of experience in operations, call center, or customer service settings.
• Strong analytical and critical-thinking ability, including the capacity to work with large datasets, identify patterns, and draw meaningful business conclusions.
• Advanced skill level in Microsoft Excel and BI tools such as Tableau, Salesforce, or comparable platforms.
• Strong written and verbal communication skills, with the ability to explain complex information clearly to different audiences.
• Experience collecting, documenting, and validating business requirements with cross-functional stakeholders.
• Ability to juggle multiple projects and priorities in a fast-paced environment with tight deadlines.

Education

A bachelor’s degree in Business, Mathematics, Statistics, Data Science, or a related discipline is required. A master’s degree and/or PhD in Business, Mathematics, Statistics, Economics, Computer Science, Finance, or another quantitative field is preferred.

Work Conditions

This role is based in Dallas, TX and requires the candidate to live within commuting distance of Dallas and have dependable transportation. Travel may be required up to 0–10% of the time, as needed.

The work environment is generally moderate in noise level. Reasonable accommodation may be provided to enable individuals with disabilities to perform the essential functions of the role.

Schedule

The position requires availability between 8:00 AM and 6:00 PM, Monday through Friday, with weekends as needed.

Eligibility and Legal Requirements

Applicants must be authorized to work in the United States. The company does not provide visa sponsorship for this position. Equal opportunity employment is offered regardless of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, transgender status, or any other protected status. Employment-related decisions are made based on merit and ability.

Additional Information

This posting describes the general characteristics of the role and includes both essential functions and employment conditions. Other duties may be assigned as needed.