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Senior Planner Digital Customer Journey
About the position
We are currently looking for a Senior Planner Digital Customer Journey to join our team in Franklin, TN. This Digital Customer Journey role sits within the Marketing & Customer Experience organization and plays a pivotal part in shaping the end to end digital ownership journey across the MyNISSAN App, MyNISSAN Owner Portal, and Nissan One ID. You will help shape our customer platform offering that connects millions of Nissan drivers with their vehicle, dealer, and our brand. In this role, you will partner closely with Customer Experience leadership, product owners, and cross functional business stakeholders to define and optimize the digital experiences that support our customers throughout their ownership lifecycle. You will help translate customer insights, product marketing perspectives, market trends, and business objectives into clear digital product requirements that enhance engagement, usability, and overall customer satisfaction. The ideal candidate brings a blend of business analysis discipline, customer centric thinking, product marketing awareness, and an understanding of digital product and platform capabilities. You will facilitate strategic discussions, cocreate solution concepts, and ensure new features and enhancements align with customer needs, brand positioning, and long-term product vision. Responsibilities include gathering input from multiple stakeholders, understanding their goals for new or enhanced features, and synthesizing that information with knowledge of development processes, customer experience best practices, competitive landscape, and digital product marketing considerations. You will articulate detailed requirements, recommend solutions that improve the customer journey, and help ensure cohesive, high-quality digital experiences across all ownership channels.
Responsibilities
- Collaborate with cross functional teams to uncover, refine, and translate business needs into actionable feature requirements that enhance MyNISSAN’s customer-facing digital experiences.
- Create clear, customer centric user stories that connect business objectives with intuitive digital product functionality.
- Develop and publish requirements documentation that guides product, design, and development teams throughout the feature lifecycle.
- Oversee creation of wireframes and technical designs as needed working with partner teams.
- Lead validation and functional testing of new feature releases to confirm alignment with customer expectations, Customer Experience goals, and business requirements.
- Partner with Developers and Solution Architects to ensure accurate, high‑quality implementation of features across digital platforms.
- Leverage Voice of the Customer insights to identify opportunities, shape recommendations, and inform future product enhancements.
- Conduct competitive benchmarking to identify trends and opportunities that elevate the MyNISSAN digital experience.
- Evaluate the marketability and customer impact of proposed enhancements to support prioritization and market fit.
Requirements
- Solid understanding of digital products, customer journey principles, and cross ‑channel digital ecosystems , including how mobile apps, web platforms, and identity systems connect to deliver a cohesive customer experience.
- Demonstrated ability to apply business principles, problem ‑solving instincts, and strategic thinking to translate customer insights, market trends, and stakeholder needs into actionable digital product requirements.
- Strong project management capability —able to plan, schedule, and manage feature development cycles with minimal oversight.
- Analytical mindset with the ability to interpret customer behavior data, voice of customer insights, and competitive signals to recommend experience enhancements.
- Exceptional communication skills and executive presence when engaging with cross functional‑ teams, product owners, and leadership.
- Seven or more years of professional digital or technology experience , which may include roles in digital product management, customer experience, user experience, software/application development, digital platform management, or similar environments.
- Experience translating business goals into product requirements or user stories is essential.
- Bachelor’s degree in Marketing, Business, Information Systems or related discipline required.
- Proficiency with Word, Excel and PowerPoint.
- Understanding of SaaS environments and IT applications.
Nice-to-haves
- Previous experience as a Business Analyst, Product Owner, Customer Experience Strategist, or Digital Experience Manager is highly valued, especially in roles involving collaboration with User experience, engineering, and marketing.
- Confluence – JIRA – MIRO knowledge is a plus.
Benefits
- 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 our Nissan Benefits Overview Guide .
