Customer Experience Analyst (Sales)

AutoNation; Fort Lauderdale (FL); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health insurance

401k matching

Employee vehicle discounts

DRVPNK charity program

Job summary

AutoNation in Fort Lauderdale seeks a Customer Experience Strategist (Sales) to analyze and improve end-to-end sales journeys, from research and shopping to financing and repurchase. This role translates customer insights into actionable recommendations that drive both experience and business outcomes.

You will partner with Marketing, UX, Analytics, Product, and Operations to map journeys, identify friction points, develop strategies, and support measurement of journey performance.

Qualifications

• Bachelor’s degree in marketing, business, analytics, psychology, economics, or related field.
• 3–6 years of experience in customer experience strategy, marketing strategy, digital strategy, UX research, analytics, or related field.
• Experience analyzing customer behavior and translating data 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.

Responsibilities

• Evaluate the end-to-end sales journey to identify meaningful experience gaps and improvement opportunities.
• Analyze customer behavior, journey analytics, and voice of customer signals to uncover friction points and needs.
• Synthesize insights from customer research, analytics, operational data, and market intelligence.
• Develop and maintain customer journey maps documenting lifecycle stages, moments, and needs.
• Partner with Marketing, UX, Analytics, Product Management, and Operations to validate opportunities and drive initiatives.

Skills

Customer journey analysis

Data-driven storytelling

Cross-functional collaboration

Strategic thinking

Presentation skills

Education

Marketing

Analytics

Tools

Digital analytics tools

Voice of Customer programs

Job description

The Customer Experience Strategist (Sales) supports the development and improvement of end-to-end customer journeys across the sales experience. This role contributes to the analysis, insight development, and strategic recommendations that inform how the organization improves customer experiences across research, shopping, purchase, financing, trade in, early ownership, and repurchase.Reporting into the Customer Journey Strategy Director within the Marketing organization, the 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 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 sales journey to identify the most meaningful customer experience gaps, behavioral patterns, and improvement opportunities across research, shopping, purchase, financing, trade in, early ownership, and repurchase.Analyze customer behavior, journey analytics, and voice of customer signals to uncover friction points, customer needs, and 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 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 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, and customer segments.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 matchingEnjoy 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 AutoGearAccess amazing deals and discounts through YouDecide, a website with offers from top providers and retailersJoin our DRVPNK mission to raise and donate millions of dollars to cancer research and treatment, partnering with cancer charities nationwideAutoNation 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.