Analyst, Voice of Customer - Transit, Bikes & Scooters

U.S. Anywhere

Full Time USD 70K - 80K
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At Lyft, our mission is to improve people’s lives with the world’s best transportation. To do this, we start with our own community by creating an open, inclusive, and diverse organization.

Lyft is committed to building transportation that empowers people to move around their neighborhood and city without owning a car. Specifically, our goal for solving last-mile mobility is to lay the foundation for winning on bikes and scooters. The Voice of Customer (VOC) team sits with our Partner & Customer Engagement team at Lyft, focused on delivering world-class support experiences for our transit, bike, and scooter riders.

The Voice of Customer Analyst role will be responsible for capturing and reporting all bike and scooter rider feedback. The right candidate will be able to easily perform analysis of the data available and present findings to stakeholders in an easily digestible format. The VOC Analyst will determine root cause(s) for favorable and unfavorable customer experiences while providing suggestions on how to improve current practices and identify best practices our teams can implement.

  • Digesting rider feedback through support channels and regularly performing analysis
  • Development regular summarized reports for line-of-business stakeholders
  • Leverage data and analytics to provide insights around customer behavior and sentiment; identify improvement opportunities
  • Develop analytics dashboard for cross-functional visibility into support data
  • Work with stakeholders across the business to review and drive the end-to-end customer experience improvements
  • Oversee strategy for tracking customer satisfaction survey methodology, and reporting
  • Track progress for business goals and key results
  • Analyze trends and determine key opportunities to drive higher customer satisfaction
  • Regularly present VOC results at team and department meetings
  • Defines and champions process improvement opportunities through data analysis and cross-functional collaboration
  • Gets intimately involved in data of your process, can identify issues and trends and provides proactive recommendations and levers available to resolve, rooted in data and customer obsession
  • Bachelor's degree or equivalent professional experience
  • 3+ years of relevant experience in customer service analytics and reporting
  • 1+ years proven success in an analytical leadership role
  • Ability to build relationships with cross-functional stakeholders and drive shared outcomes
  • Strong business writing, presentation building & delivery, executive briefings skills
  • Demonstrated data analysis and problem-solving skills
  • Relevant experience with Mode, SQL, and other customer support tools
  • Relevant start-up, technology, and customer care experience
  • Great medical, dental, and vision insurance options
  • Mental health benefits
  • Family building benefits
  • In addition to 12 observed holidays, salaried team members have unlimited paid time off, hourly team members have 15 days paid time off
  • 401(k) plan to help save for your future
  • 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
  • Pre-tax commuter benefits
  • Lyft Pink - Lyft team members get an exclusive opportunity to test new benefits of our Ridership Program

For candidates living in Colorado the expected base pay range is $70,000-$80,000 annually and depending on a variety of non-discriminatory factors, including qualifications, experience and geographic location.

This role is work-from-anywhere, excluding the following states and territory: Alabama, Arkansas, Delaware, Iowa, Kansas, Maine, Mississippi, Nebraska, New Hampshire, North Dakota, Oklahoma, South Dakota, West Virginia, Wyoming, Puerto Rico.

Lyft is an equal opportunity/affirmative action employer committed to an inclusive and diverse workplace. All qualified applicants will receive consideration for employment  without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by law. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law. 

Until further notice, Lyft employees working in the United States and Canada in any capacity (on a daily or hybrid schedule, remote, or as a visitor) are required to provide proof that they are fully vaccinated and up to date against COVID-19. Fully vaccinated and up to date means an employee has: 1) received all recommended doses in a primary series of COVID-19 vaccine; and 2) either has received a booster dose or is not yet eligible to receive a booster dose but will do so when eligible. Lyft will maintain records associated with your vaccination history in a way that is compliant with all relevant Federal, state and local laws. Exceptions to this requirement are employees who require religious or medical exemption as approved through Lyft's accommodations process. New employees must provide proof of full vaccination or receive an accommodation exception approval prior to their start date.

Job region: North America
Job country: United States
Job stats:  1  0  0
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