Data Analyst, Customer Care

Lucid

  • Full Time

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 no 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, we’re 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 Role                                           
The primary goal of the Customer Care Data Analyst is to evaluate customer trends, ensure KPI’s and SLA’s 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:

 

  • Responsible for providing direct support to Customer Care research and data analytics.
  • Understand the key business functions of the Customer Care Department’s associated performance metrics.
  • Extract, analyze, validate, and study numerous sets of data and draw accurate conclusion for standard or ad-hoc reports.
  • Summarize customer information and perform system analysis to develop and recommend initiatives to improve customer experience and solutions.
  • Create reports with clarity, and present statistical information in an easy-to-understand manner. Comfortable using business intelligence and analytics to support decision-making.
  • Provide comprehensive analysis and summary to all levels of the company, adapting the message appropriately to different audiences.
  • Proactively improve the quality of team reporting. Support CRM data quality and governance.
  • Structure large data sets to find usable information. Create reports, graphs, and other methods to visualize data.
  • Draft analysis reports with clarity, and present statistical information in an easy-to-understand manner. Comfortable using business intelligence and analytics to support decision-making.
  • Integrate customer insights and feedback into decision-making processes. 
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    Requirements:

     

  • Bachelor’s degree with a focus on Analytics, Statistics, Computer Science, a related field, or equivalent experience in a related area.
  • Experience with statistical software or BI tools, such as Tableau. Ability to learn new reporting systems if needed.
  • 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.
  • Customer-satisfaction oriented; enjoys working with technical or non-technical staff, and customers. 
  • Willingness to learn new and innovative automotive technologies.
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    Nice to Have:

     

  • Automotive industry experience or start-up experience.
  • Familiar with MS Office Suite and Salesforce.
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    At Lucid, we don’t just welcome diversity – we celebrate it! Lucid Motors is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, national or ethnic origin, age, religion, disability, sexual orientation, gender, gender identity and expression, marital status, and any other characteristic protected under applicable State or Federal laws and regulations.
    Notice regarding COVID-19 vaccination requirement as a condition of gainful employment within the United States
    At Lucid, we prioritize the health and wellbeing of our employees, families, and friends above all else. In response to the novel Coronavirus, and the increased transmissibility with recent variants, all new Lucid employees, whose job will be based in the United States, must provide original documentation confirming status as having received the prescribed inoculation (doses) based on the manufacturer’s guidelines on their first day of employment.
     
    Individuals seeking a medical and/or religious exemption from this requirement may be granted such an accommodation after submitting a formal request to and the subsequent review and approval thereof by our dedicated Covid-19 Response team.
     
    To all recruitment agencies: Lucid Motors does not accept agency resumes. Please do not forward resumes to our careers alias or other Lucid Motors employees. Lucid Motors is not responsible for any fees related to unsolicited resumes.