Service Experience Optimization Analyst

Lutron Electronics Co., Inc; Center Valley (Lehigh County); On-site; USD 70,000 - 100,000; Full time

Job summary

Lutron Electronics is seeking a Service Operations Analyst to turn data into actions that improve customer experience and service effectiveness at its Center Valley, PA location. You will translate analytics into quality initiatives and intuitive self-service options, partnering with Service Technology and Data Science to build scalable data infrastructure.

Responsibilities include delivering data-driven insights to leadership, reducing customer friction, and prioritizing improvements based on

Qualifications

• Bachelor's degree required.
• GPA 3.0 minimum.
• 5+ years work experience in service operations, customer support analytics, or a related field.
• Experience with Power BI and advanced Excel.
• Ability to translate analytics into actionable improvements.

Responsibilities

• Deliver actionable, data-driven insights to leadership to enhance service performance.
• Analyze customer interactions, sentiment, and behavior to identify friction points.
• Prioritize improvement initiatives based on customer sentiment and business impact.
• Identify and analyze frequent customer support needs and trends.
• 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 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.
• Present insights and recommendations clearly to stakeholders at various levels.

Skills

Power BI

Advanced Excel

Data analytics

Customer insights

Education

Bachelor's degree

Job description

Lutron Electronics is seeking a Service Operations Analyst to turn data into actions that improve customer experience and service effectiveness at its Center Valley, PA location. You will translate analytics into quality initiatives and intuitive self-service options, partnering with Service Technology and Data Science to build scalable data infrastructure.

Responsibilities include delivering data-driven insights to leadership, reducing customer friction, and prioritizing improvements based on