Voice of Customer Analyst
Transit, Bikes & Scooters
Posted on 3/2/2023

1,001-5,000 employees

Ridesharing app
Company Overview
Lyft's mission is to improve people's lives with the world's best transportation. The company operates a mobile platform for the ridesharing of cars, bikes, and scooters and serves over a million rides per day.
Quebec City, QC, Canada
Experience Level
  • 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
  • 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