200+ applicants

Company

Original Job Post

Rivian · 2 days ago

Lead Analyst, Customer Insights

Irvine, CA

Full-time

Onsite

Senior Level

$137K/yr - $172K/yr

7+ years exp

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Responsibilities

Be a key member of a high caliber Customer Insights team that brings the voice of the customer to life for our Commercial teams and senior management and drives understanding of the Rivian customer through data

Support the design, development, and administration of a comprehensive Rivian customer feedback system, including, but not limited to episodic surveys, ad hoc surveys, third-party customer research, double blinded research studies, focus groups, and inbound customer feedback via calls, emails, social media, and interactions at our Spaces, Service Centers, and Events

In cooperation with teams across the Commerical organization, develop and align definitions of all customer satisfaction metrics and data collection methologies to ensure data integrity and actionable insights

Manage the internal process for the sourcing of third-party customer research to establish benchmarks for customer satisfaction and experience

Lead the synthesis of customer insights and development of data-driven actionable recommendations based on Rivian’s customer feedback mechanisms

Use data to define customer segments and support targeted interactions that drive brand awareness and orders in collaboration with marketing and sales partners

Communicate customer insights and actionable recommendations to cross-functional teams and senior management via, e.g., regular reporting, presentations, read-outs to senior management, dashboards

Support the design and maintenance of dashboards for customer experience metrics

Support ad hoc analyses and reports needed for business decisions, planning, and execution including supporting new product launches/offerings and new initiatives

Collaborate with the IT team to build out the Customer Experience data infrastructure, pipelines, ETLs, and security within the data warehouse

Streamline information accessibility and data normalization through lean and continuous improvement methodologies

In cooperation with teams across the Commercial organization, support the use of data-driven customer insights to tailor communications and experiences to maximize customer satisfaction

Key collaboration partners include Product Management, Marketing, Sales, Commerical Operations, Service Operations, Analytics, Communications, Finance & Accounting, Treasury, Quality & Reliability, IT, Strategy

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer data analyticsManagement consultingExcelWordPowerpointTableauSalesforceQualtricsData storytellingBusiness acumenProject managementContinuous improvementBest practices implementationProblem-solvingVerbal communicationWritten communicationRelationship buildingAnalytical thinkingOrganizational skillsAdaptability

Required

7+ years of experience in customer / consumer data analytics and insights and / or management consulting

Proficient in Excel, Word, Powerpoint, Tableau, Salesforce, Qualtrics

Proven ability to tell compelling stories through data to drive decision making

Excellent verbal and written communication, with ability to partner at the most senior levels of the finance organization and experience presenting and build relationships with internal stakeholders

Exceptional analytical, problem-solving, advanced business acumen mindset and passion for data driven decision making

Bachelor's degree in Marketing, Business, Statistics, Economics, Engineering or related field; Master's degree preferred

Strong organizational skills reflecting prioritization with a sense of urgency

Strong project management, planning, and organization skills, including ability to manage multiple projects simultaneously in a fast-paced environment

Continuous improvement attitude; ability to suggest and implement best practices

Adaptability in a dynamically changing environment

Willing to travel (up to 10%)

Benefits

Medical/Rx, dental, and vision insurance packages for full-time employees, spouse/domestic partner, and children up to age 26

Company

Rivian

Glassdoor

3.4

Rivian is an automotive technology company that develops products and services to advance the shift to sustainable mobility.

Founded in 2009

Plymouth, Michigan, USA

10,001+ employees

http://www.rivian.com

H1B Sponsorship

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