Customer Satisfaction Analyst

2 weeks ago

Newark, United States Lucid Full time

**Customer Satisfaction Analyst**

Newark, CA / Retail / Full-Time Exempt

**Leading the future in luxury electric and mobility** At Lucid, we set out to introduce the most captivating, luxury electric vehicles that elevate the human experience and transcend the perceived limitations of space, performance, and intelligence. Vehicles that are intuitive, liberating, and designed for the future of mobility. We plan to lead in this new era of luxury electric by returning to the fundamentals of great design where every decision we make is in service of the individual and environment. Because when you are longer bound by convention, you are free to define your own experience. Come work alongside some of the most accomplished minds in the industry. Beyond providing competitive salaries, were providing a community for innovators who want to make an immediate and significant impact. If you are driven to create a better, more sustainable future, then this is the right place for you.

The primary goal of the Customer Satisfaction Analyst is to evaluate customer trends, ensure KPIs and SLAs are met, propose business improvements, and provide root cause analysis. This role will work very closely with the Customer Care department and other cross-functional leaders, to leverage qualitive data and support initiatives to ensure efficiency and performance is maintained at the highest level. Initiatives may include internal operations, or support to the customer experience and journey. **Responsibilities**

* Monitor key process improvement measures and performance metrics for continuous improvement. Collect customer experience information and create business cases and recommend business cases for areas of focus.

* Responsible for providing direct support to Customer Care for forecasting through historical trends, seasonality trends, and other data.

* Understand the key business functions of the Customer Care Departments performance metrics.

* Lead project initiation, planning, communication, and execution in conjunction with stakeholders; help ensure definition of project scope, requirements, and deliverables.

* Take ownership for the development, refinement, and implementation of SOPs that affect the department.

* Monitor historical analytics and provide insights and recommendations that drive performance improvements to customer journey.

* Participate in platforms optimization for existing solutions, integration plans/testing, and data flows to evolve platform architecture, working in collaboration with peers on the business systems team.

* Draft reports with clarity, and present statistical information in an easy-to-understand manner.

* Maintain service level standards, and improve customer service quality results by studying, evaluating, and re-designing processes.

**Requirements**

* Bachelors degree with a focus on Information Technology, a related field, or equivalent experience in a related area.

* Knowledge of CRM preferred

* Proficiency in Excel / analytics tools and ability to own and drive independent cross-functional analysis projects

* Proven ability to interpret analysis and provide meaningful insights and recommendations

* Experience with BI tools, such as Tableau. Ability to learn new reporting systems if needed.

* Customer satisfaction orientation and enjoy working with technical and non-technical staff and customers. Interest in the usage of business intelligence and analytics to support decision-making.

* Demonstrated ability to perform systems analysis to define and develop solutions to meet customer requirements.

* Database programming experience (Oracle, SQL Server) or analytical programming experience.

* Demonstrated organizational, interpersonal, communication, critical thinking, analytical, and problem-solving proficiency.

* Excellent writing, speaking and presentation abilities.

* Willingness to learn new and innovative automotive technologies.

* Automotive industry experience or start-up experience.

* Familiar with MS Office Suite,

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