Senior Planner, Nissan Store & CX Analytics

Location(s):
Franklin, TN

Job Schedule:

Full-time - Hybrid - In office Monday-Thursday

Education Requirement:
Bachelor's

Sponsorship:
No

The Senior Planner, Nissan Store & CX Analytics role is to transform customer experience and digital commerce data into clear, actionable insights that improve the Nissan Store journey and elevate the Voice of Customer across the organization. This role integrates data from multiple sources, develops analytics that help leaders and business partners understand customer behavior, identify friction points, and drives continuous improvement.

The role employs advanced tools such as Power BI and AI to deliver insights on early awareness, faster actions, automation, and change management.

• Translate complex data into clear, actionable insights through effective visual storytelling.
• Build and maintain dashboards that track customer experience KPIs, including digital funnel performance, satisfaction metrics, and operational health of Nissan customer experiences.
• Integrate and model structured and unstructured data from Excel, Snowflake, and VoC platforms to create unified views of customer behavior, sentiment, and digital interactions across the ownership lifecycle.
• Analyze customer experience data to identify trends, friction points, and improvement opportunities, translating findings into actionable insights for Product, CX, and Operations leaders.
• Partner with cross‑functional teams (Digital, CX/Journeys, Retail, Marketing, Aftersales) to gather requirements and convert business questions into analytical solutions, KPIs, and self‑service reporting tools.
• Develop automated reporting pipelines and data models that ensure consistent, reliable delivery of customer experience insights to stakeholders, enabling faster decision‑making.
• Interface with various departments for the planning, development, and implementation of Nissan Store and VOC initiatives.
• Project management and performance tracking of milestones and deliverables.
• Acts as a business point of contact for Nissan Digital and 3rd‑party vendor project peers for escalation of issues and risks.
• Work with peers on development and delivery of work products such as presentations, communications, training, reports, status updates, and data analysis.
• Work with leadership to develop short‑term and long‑term customer experience strategies.
• Perform other related duties as necessary.

• 1‑2+ years of experience developing analytics and dashboards using Power BI, including DAX, Power Query, Copilot, and data modeling.
• Proven ability to connect Power BI to multiple data sources, including Excel, Snowflake, SAP Business Objects, SQL databases, and cloud data platforms.
• Intermediate to advanced SQL skills, with experience building queries, views, and tables to support automated reporting.
• Strong analytical skills with the ability to interpret complex datasets, identify trends, and generate actionable insights.
• Experience developing KPI dashboards, performance scorecards, and self‑service analytics tools.
• Understanding of data integration, ETL/ELT concepts, and data quality validation.
• Experience with Python, customer experience analytics, or digital commerce data is a plus.
• Data acumen experience to interpret and translate data into meaningful business actions.
• Direct to Customer (D2C) commerce experience in helping define product catalogs.
• Customer data profiling experience working with Salesforce's Data 360 (Data Cloud) preferred or similar.
• Excellent communication skills with the ability to translate data into clear, compelling stories for business stakeholders.
• Ability to manage multiple projects in a fast‑paced, cross‑functional environment.
• Demonstrated ability to work harmoniously with large cross‑functional teams with strong leadership presence.
• Bachelor's degree in Analytics, Information Systems, Computer Science, Business Technology, or related field.
• 6+ years of directly related professional level experience.
• Previous experience in customer experience, regional operations, digital strategy, product management, information technology, or connected car desired.
• Strong analytical, workflow design, and…