Service Operations 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

Overview

Lutron 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.

Lutron Electronics is an Equal Opportunity – Affinity Action – Employer. We welcome qualified, motivated applicants regardless of race, color, religion, sex, national origin, age, disability or genetics.