OverviewLutron has an immediate opening for a
Service Operations Analyst to support our Service Organization at the Annex office location in Center Valley, PA. This role will provide leadership with actionable, data-backed insights to improve organizational performance (customer experience and service effectiveness). This role focuses on removing customer friction, improving service quality, and enabling customer self-service by operationalizing analytics into quality improvement projects and intuitive self-service initiatives. This is a newly created position designed to support growth and elevate service delivery.
Responsibilities - Deliver actionable, data-driven insights to leadership to enhance service performance and decision-making.
- Analyze customer interactions, sentiment, and behavior to identify friction points and unmet needs.
- Prioritize improvement initiatives based on customer sentiment and business impact.
- Identify and analyze frequent customer support needs and trends to inform service strategies.
- Translate analytics into operational improvements, including quality initiatives and self-service solutions.
- Analyze cost-of-service data to identify opportunities for efficiency and quality improvements.
- Partner closely with Service Technology and Data Science teams to build and leverage data infrastructure.
- Support initiatives that make it easier for customers to find answers and resolve issues efficiently reducing unnecessary contacts as a result of improved clarity and experience.
- Present insights and recommendations clearly to stakeholders at various levels.
Qualifications- Bachelors degree required.
- Minimum cumulative 3.00 GPA required.
- Minimum 5 years work experience in service operations, customer support required. analytics/business insights, or a related field required.
- Demonstrated experience with tools like Power BI, advanced Excel, etc. required.
- Proven skill in leveraging customer sentiment analysis and cost-of-service modeling to prioritize initiatives based on business impact, effort, and customer experience preferred.
