Customer and Digital Experience Specialist

Location(s): Dallas – NMAC

Job Schedule:Full-time

Education Requirement: Bachelor’s Degree

Sponsorship:No

Come Drive Innovation with Us. We are currently looking for aCustomer and Digital Experience Specialist to join our team inDallas, TX. The Customer & Digital Experience (CX/DX) Analyst serves as the Voice of the Customer (VOC) by proactively monitoring, analyzing, testing, and improving customer interactions across digital and operational touchpoints. This role leverages customer complaints, VOC feedback, customer journey analysis, User Acceptance Testing (UAT), digital experience monitoring, analytics, and AI-enabled tools to identify customer pain points, emerging risks, and opportunities for improvement. Working closely with CCET, Digital Product, Information Systems, Operations, Compliance, Customer Care, and other business stakeholders, the analyst helps transform customer insights into actionable recommendations that improve customer satisfaction, increase self-service adoption, reduce customer effort, and support NMAC's digital transformation strategy.

A Day in the Life:   

The responsibilities listed are not intended to be an exhaustive list of all duties for this role. Additional tasks may be assigned, as needed, to support business objectives.

Voice of Customer & Customer Experience

1. Analyze customer complaints, executive escalations, surveys, VOC feedback, and contact drivers to identify customer pain points, emerging trends, and opportunities for improvement.

2. Conduct root cause analysis of customer experience and digital experience issues and recommend process, system, communication, or policy enhancements.

3. Develop and maintain customer journey maps across key customer lifecycle stages, including onboarding, registration, payments, account servicing, payoff, and lease-end experiences.

4. Partner with business units to prioritize and implement customer-focused improvements that reduce friction and enhance customer satisfaction.

Digital Experience Monitoring & Testing

1. Perform ongoing monitoring and testing of customer-facing digital platforms to validate functionality, ease of use, and overall customer experience.

2. Support User Acceptance Testing (UAT), production validation activities, and release readiness reviews for digital enhancements and system changes.

3. Document defects, customer-impacting issues, and usability concerns while partnering with Digital Product and Information Systems teams to support resolution efforts.

4. Proactively identify barriers to self-service adoption and opportunities to improve digital engagement and customer success.

AI, Analytics & Innovation

1. Utilize AI-enabled tools and advanced analytics to identify customer sentiment, complaint trends, recurring pain points, and emerging customer experience risks.

2. Leverage Microsoft Copilot and other approved technologies to improve VOC analysis, customer journey evaluation, reporting, testing efficiency, and recommendation development.

3. Identify opportunities for AI, automation, chatbots, virtual assistants, and self-service enhancements that improve customer experiences while reducing customer effort and operational friction.

4. Support evaluation, testing, and monitoring of AI-enabled customer experience solutions to ensure alignment with customer needs, business objectives, and compliance requirements.

Reporting & Continuous Improvement

1. Develop and present executive-level reporting, dashboards, scorecards, and recommendations highlighting customer trends, customer impacts, business risks, and improvement opportunities.

2. Maintain a centralized repository of VOC findings, CX/DX insights, testing results, corrective actions, and implemented improvements.

3. Act as a customer advocate and advisor to business stakeholders by promoting customer-centric decision making and continuous improvement.

4. Escalate significant customer experience risks, recurring issues, and customer-impacting concerns to leadership as appropriate.

Who We’re Looking for:

Required:

Job Knowledge and Skill: Strong analytical, problem-solving, and critical-thinking skills. Ability to translate customer insights into actionable business recommendations. Excellent written, verbal, and presentation communication skills. Strong organizational and project management capabilities. Ability to collaborate and influence across multiple business functions. Customer-centric mindset with a passion for improving customer and digital experiences. Ability to analyze data and communicate findings to both technical and non-technical audiences.

Experience: Demonstrated ability to analyze data, customer feedback, business processes, or digital experiences to identify trends and improvement opportunities. Experience conducting research, testing, customer journey reviews, process analysis, project work, or continuous improvement activities. Ability to develop insights and recommendations that improve customer experience, operational performance, or digital adoption. Experience preparing presentations, dashboards, reports, or business recommendations for stakeholders. Exposure to Voice of Customer (VOC), customer experience (CX), digital experience (DX), analytics, AI-enabled tools, website testing, or User Acceptance Testing (UAT) preferred. Relevant internship, academic, project-based, or professional experience will be considered.

Education: Bachelor's Degree in Business, Marketing, Information Technology, Data Analytics, Human Computer Interaction, User Experience, Communications, or a related field preferred. Candidates currently enrolled in a degree program with an anticipated graduation date within 6 months may be considered. Relevant internship, project-based, research, or equivalent experience may be considered when evaluating qualifications.

Computer Aptitude: Proficiency in Microsoft 365 (Excel, PowerPoint, Word, Teams, SharePoint, Copilot). Experience with customer journey mapping, process flows, wireframing, and presentation development. Familiarity with Figma, Miro, Visio, Lucidchart, or similar tools. Ability to leverage AI, analytics, and VOC data to identify trends and recommend improvements. Experience supporting UAT, digital testing, and defect validation. Familiarity with Power BI, Tableau, or other reporting tools preferred.

Ability to perform work onsite at NMAC – Dallas, TX.

What You’ll Look Forward to at Nissan:

Career Growth and Continuous Learning Opportunities: Benefit from diverse career paths, cross-departmental moves, and innovative learning platforms. Enhance your skills through seminars, leadership training, and tuition reimbursement programs, all while playing a vital role in shaping the future of transportation. From day one, you'll have the support to tackle challenges and contribute to impactful solutions across our organization.

Rewards: Be supported with a Comprehensive Benefits Package, including medical, mental health, parental leave, retirement savings & unique Nissan perks, including discounts on lease vehicles as part of our Employee Lease Program and a Vehicle Purchase Program (VPP). For more information, access ourNissan Benefits Overview Guide.

Built for Your Best:

https://www.youtube.com/watch?v=PXuame0vwiw&list=PLki2k0CDxrPe8V6WmEeEdhj1fosRD-JQa

Nissan is committed to a drug-free workplace. All employment is contingent upon the successful completion of drug and background screenings in accordance with Nissan policies and in compliance with federal, state, and local laws, including the California Fair Chance Act and the Los Angeles County Fair Chance Ordinance. Nissan will consider qualified candidates with arrest or conviction records for employment in a manner consistent with these laws.

It is Nissan’s policy to provide Equal Employment Opportunity (EEO) to all persons regardless of race, gender, military status, disability, or any other status protected by law. Candidates for this position must be legally authorized to work in the United States and will be required to provide proof of employment eligibility at the time of hire; Nissan uses E-Verify to validate employment eligibility.

NISSAN FOR EVERYONE

People are our most valuable assets, and Nissan seeks to maximize the power of each individual member of our team. When everyone belongs, the power of NISSAN is undeniable. Nissan aims to improve business results through a workplace and business that meets the needs of our employees and customer base.

Nissan is committed to creating a culture where everyone belongs and employees, customers, and partners feel respected, valued, and heard. We have Business Synergy Teams (BSTs) across the Americas that are open to all employees and seek to connect employees through common interests and foster a company culture where all employees feel supported and included.

Nissan also values inclusion in our business as we respect and recognize the diversity of our customer base and the communities where we do business. We are committed to procuring innovative goods and services, retailing our products, and communicating from a position that will help us continue to offer our customers competitively designed, market-driven products.

Join us as we carry our commitment to our employees and customers into the future.