Exceptional People + Purpose Beyond Profit = Watershed Outcomes

Exceptional People + Purpose Beyond Profit = Watershed Outcomes

Lead Analyst, Customer Insights

Rivian

Rivian

IT, Customer Service
Irvine, CA, USA · United States
Posted on Tuesday, July 2, 2024

Job Description

About Rivian

Rivian is on a mission to keep the world adventurous forever. This goes for the emissions-free Electric Adventure Vehicles we build, and the curious, courageous souls we seek to attract.

As a company, we constantly challenge what’s possible, never simply accepting what has always been done. We reframe old problems, seek new solutions and operate comfortably in areas that are unknown. Our backgrounds are diverse, but our team shares a love of the outdoors and a desire to protect it for future generations.


Role Summary

We are seeking a detail oriented data driven root cause problem solver with the technical chops to shed light on the customer experience. We strive to understand and predict our customers’ needs, behaviors, and emotions and to gather insights that inform our experiential design, products, and digital tools that we integrate throughout their interactions with our brand. The Customer Insights team plays a critical role in the Commerical organization, embedding customer feedback at the heart of Rivian’s operations and bringing the customers’ voice to life for our teams.


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 executionincluding 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

Qualifications

  • 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%)

Pay Disclosure

Salary Range for California Based Applicants: $137,000-172,000 (actual compensation will be determined based on experience, location, and other factors permitted by law).

Benefits Summary: Rivian provides robust medical/Rx, dental and vision insurance packages for full-time employees, their spouse or domestic partner, and children up to age 26. Coverage is effective on the first day of employment, and Rivian covers most of the premiums.




Equal Opportunity

Rivian is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender, gender expression, gender identity, genetic information or characteristics, physical or mental disability, marital/domestic partner status, age, military/veteran status, medical condition, or any other characteristic protected by law.

Rivian is committed to ensuring that our hiring process is accessible for persons with disabilities. If you have a disability or limitation, such as those covered by the Americans with Disabilities Act, that requires accommodations to assist you in the search and application process, please email us at candidateaccommodations@rivian.com.

Candidate Data Privacy

Rivian may collect, use and disclose your personal information or personal data (within the meaning of the applicable data protection laws) when you apply for employment and/or participate in our recruitment processes (“Candidate Personal Data”). This data includes contact, demographic, communications, educational, professional, employment, social media/website, network/device, recruiting system usage/interaction, security and preference information. Rivian may use your Candidate Personal Data for the purposes of (i) tracking interactions with our recruiting system; (ii) carrying out, analyzing and improving our application and recruitment process, including assessing you and your application and conducting employment, background and reference checks; (iii) establishing an employment relationship or entering into an employment contract with you; (iv) complying with our legal, regulatory and corporate governance obligations; (v) recordkeeping; (vi) ensuring network and information security and preventing fraud; and (vii) as otherwise required or permitted by applicable law.

Rivian may share your Candidate Personal Data with (i) internal personnel who have a need to know such information in order to perform their duties, including individuals on our People Team, Finance, Legal, and the team(s) with the position(s) for which you are applying; (ii) Rivian affiliates; and (iii) Rivian’s service providers, including providers of background checks, staffing services, and cloud services.

Rivian may transfer or store internationally your Candidate Personal Data, including to or in the United States, Canada, the United Kingdom, and the European Union and in the cloud, and this data may be subject to the laws and accessible to the courts, law enforcement and national security authorities of such jurisdictions.

Please note that we are currently not accepting applications from third party application services.