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 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. 

Responsibilities:

• 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.  

Experience and Skills:

• Bachelor's degree or equivalent
• Bilingual (English/French): ability to communicate effectively in English (for dealing with English-speaking colleagues outside Quebec)
• Advanced experience with Mode, SQL, and other customer support tools 
• 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 start-up, technology, and customer care experience

Benefits:

• Extended health and dental coverage options, along with life insurance and disability benefits
• Mental health benefits
• Family building benefits
• Access to a Health Care Savings Account
• In addition to provincial observed holidays, team members get 15 days paid time off, with an additional day for each year of service 
• 4 Floating Holidays each calendar year prorated based off of date of hire
• 10 paid sick days per year regardless of province
• 18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible

Lyft proudly pursues and hires a diverse workforce. Lyft believes that every person has a right to equal employment opportunities without discrimination because of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability, pardoned record of offences, or any other basis protected by applicable law or by Company policy.  Lyft also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.  Accommodation for persons with disabilities will be provided upon request in accordance with applicable law during the application and hiring process.  Please contact your recruiter now if you wish to make such a request.