SUMMARY

MySubaru is the connected car platform that allows Subaru owners to have a deeper connection and more control with their vehicle. Because of the rapid changes in technology and customer expectations, we are constantly optimizing and adding to the feature sets of the app (iOS and Android) and customer portal (desktop and mobile web, as well as additional platforms).

Contributes to the success of the MySubaru platform by supporting the rollout of new features as well as enhancements to the existing customer experience and gathering customer feedback – both positive and negative. Works effectively with internal teams and stakeholders, as well as with external partners with the daily marketing activities related to user interface (UI) and user experience (UX) design.

Must be an effective Product Owner to work very closely with our connected business. Serves as the "hub" to many different parties (as our partner agencies provide much of the creative work) and makes sure to connect with IT on rollouts and changes, as well as keeps track of and executes user testing, briefs, and timelines.

PRIMARY RESPONSIBILITIES

• Serves as main point of contact for multiple agencies (re: UI/design as well as digital content/assets) and vendor partners (re: customer surveys and software) to support operations of the MySubaru platforms. Functions as day-to-day contact with the creative agency as well as Subaru of America (SOA) IT for the operations and planning of MySubaru releases, as well as responds to requests from other business stakeholders (Connected Business and Fixed Operations).
• Leverages knowledge of UX and design to refine, critique, analyze, and recommend experience improvements in collaboration with our agency partner and internal stakeholders.
• Coordinates all creative/design/UI enhancements for MySubaru, overseeing timelines, prioritizing projects and enhancements, and ensuring sign off from necessary stakeholders. Enhancements may be requested from other business units (such as Connected Business and Fixed Operations) or driven from SOA Marketing and customer feedback/studies; provides recommendations for enhancements.
• Manages workflow from business and creative agency partners to IT teams– this includes open items that need UI/UX involvement – including but not limited to user flows, wireframes, designs, copy, usability testing, user acceptance testing, and project timelines. Works with IT to coordinate project timelines to ensure that all are in consensus.
• Produces all MySubaru project briefs and collects stakeholder sign off for all changes/additions to the design/UX/UI within MySubaru.
• Analyzes customer feedback and digital trends across competitor platforms and best-in-class digital experiences.
• Leads and organizes the Voice of the Customer (VOC) Task Force Initiative. Plans, gathers, and disseminates reporting from attitudinal (customer surveys) and behavioral sources (analytics and usability testing) and call center reporting data. The Task Force is a collaborative group made up of stakeholders from Fixed Operations, Marketing, and Connected Business, with a goal to better understand what the VOC is and how we can enhance products and experiences to better service our customers.
  

ADDITIONAL RESPONSIBILITIES

• Provides MySubaru release schedules and summaries to stakeholders.
• Coordinates relationships and work within agreed contracted budget with app store review software and in-app survey tools and reporting software .
  

REQUIRED SKILLS AND ABILITIES

• Experience in managing successful programs and projects, with keen organizational skill and experience with digital platforms.
• Familiarity with the app/mobile/desktop user experience design process and an understanding of basic development principles. Ability to communicate these functions and act as a project manager/owner (does not need to be a UX/UI Designer, Researcher, etc.).
• Ability to interpret consumer feedback and translate into solutions-driven next steps.
• Excellent verbal and written communication skills and the ability to work with and influence others outside the team, department, and company.
• Proficiency in Microsoft Office tools including Word, PowerPoint, and Excel.
• Automotive industry experience preferred.
• Professional experience with connected car, smart home, or other Internet of Things (IoT) applications preferred.
  

EDUCATION/EXPERIENCE: BA/BS with 4 to 6 years of relevant experience

JOB GRADE: P3

FLSA STATUS: Exempt

SALARY RANGE: The recruiting base salary range for this full-time position is $78,900 - $112,700. Within the range, individual pay is determined by factors, including job-related skills, experience, and relevant education or training.