Manager, Customer Experience

Leading the future in luxury electric and mobilityAt Lucid, we set out to introduce the most captivating, luxury electric vehicles that elevate the human experience and transcend the perceived limitations of space, performance, and intelligence. Vehicles that are intuitive, liberating, and designed for the future of mobility. We plan to lead in this new era of luxury electric by returning to the fundamentals of great design – where every decision we make is in service of the individual and environment. Because when you are no longer bound by convention, you are free to define your own experience. Come work alongside some of the most accomplished minds in the industry. Beyond providing competitive salaries, we’re providing a community for innovators who want to make an immediate and significant impact. If you are driven to create a better, more sustainable future, then this is the right place for you.
Lucid’s Financial Services Organization provides Financing Solutions to our Customers globally in partnership with our Financing partners worldwide. We are looking for a Customer Experience Leader to build a best-in-class Global Customer Experience function within Lucid’s Financial Service Organization. The ideal candidate will be a proven, results oriented leader with strong communication skills, a deep skillset in building relationships with internal and external partners coupled with an ability to influence across all levels of the organization. Experience leading global Customer Experience & Customer Success teams within Auto Financial Services and/or EV OEMs is desired. 

Responsibilities:

• Lead the Customer Experience function for Financial Services Globally 
• Capture Voice of Customer, Customer Feedback & Complaints (Regulatory, Executive, etc.) 
• Prioritize Customer Experience during the entire customer lifecycle 
• Create impactful Customer Experience Metrics & KPIs and develop an effective CX measurement framework 
• Drive consistently great customer experiences to develop customer loyalty, increase customer retention and customer satisfaction 
• Provide inputs to create customer-centric products & offerings 
• Promote Omni-channel customer 
• Monitor Lucid owner forums & social media for customer experience flags 
• Collaborate with Training, internal stakeholders across Lucid and externally with Financing partners to drive the end-to-end customer experience agenda 
• Create a Roadmap for Customer Success and instill a customer centric culture within the CX team 
• Use data, analytics, and customer feedback to analyze customer trends, share customer satisfaction metrics and identify/execute strategies to improve customer touchpoints 
• Work with User Experience designers and Product to understand how customers interact with the Lucid’s Financial products and provide inputs into improving the design of the products to enhance customer experience 
• Develop Customer Success Strategies, develop presentations to gain buy-in from Executive Leadership and lead execution to achieve business outcomes 
• Establish and Lead Customer Advisory Boards, engaging Lucid’s Financial Services Customers to share insights about products and what customers care about when using services offered 
• Measure customer experience metrics regularly and analyze data from customers to identify trends, pain points, and opportunities for improvement. 
• Utilize AI-driven technology, such as automation tools or support automation platforms, to answer customer inquiries quickly and accurately. 
• Regularly evaluate customer feedback to understand customer needs and expectations and make necessary changes accordingly. 
• Utilize customer advisory boards to gain insights into customer experiences with the organization’s products or services. 
• Monitor customer inquiries or complaints and take necessary action to resolve issues as quickly as possible. 
• Develop a feedback system that allows customers to provide their insights regarding customer experiences with the company’s products or services. 
• Utilize customer data to understand customer preferences and adjust marketing strategies accordingly. 
• Create a customer success plan that outlines how customers should be interacted with during their journey with the organization. 

Required Qualifications:

• 10+ years leadership experience in Financial Services leading a Customer Experience function globally 
• 5 years of people leadership experience with proven ability to lead global teams 
• Expertise in market research, VOC strategy and framework, and customer experience design at a large global company.  
• Deep understanding of client experience strategies, market research methodologies, and AI technologies.  
• Experience with c