Strategy & Analytics Senior Analyst, Customer Success

We're Cruise, a self-driving service designed for the cities we love.

We’re building the world’s most advanced self-driving vehicles to safely connect people to the places, things, and experiences they care about. We believe self-driving vehicles will help save lives, reshape cities, give back time in transit, and restore freedom of movement for many.

In our cars, you’re free to be yourself. It’s the same here at Cruise. We’re creating a culture that values the experiences and contributions of all of the unique individuals who collectively make up Cruise, so that every employee can do their best work. 

Cruise is committed to building a diverse, equitable, and inclusive environment, both in our workplace and in our products. If you are looking to play a part in making a positive impact in the world by advancing the revolutionary work of self-driving cars, come join us. Even if you might not meet every requirement, we strongly encourage you to apply. You might just be the right candidate for us.

Cruisers have the opportunity to grow and develop while learning from leaders at the forefront of their fields. With a culture of internal mobility, there's an opportunity to thrive in a variety of subject areas. This is a place for dreamers and doers to succeed.

The Customer Success team at Cruise is the primary human connection with our customers. In this role, you’ll be an early member of a critical team in a rapidly developing industry.

As the Strategy & Analytics Senior Analyst, you will become an expert in data and metrics impacting the Customer Success organization, with a particular focus on scalability. This will include developing a deep understanding of the drivers behind Customer Support contacts, deriving insights from customer experiences in new markets, and diving into various other areas critical to achieving world class customer support at scale.

The ideal candidate has a passion for story-telling and diving into the details. You should be customer obsessed and eager to understand how data points link to real-world customer experiences. You should be willing to tackle ambiguous tasks and derive insights from imperfect data. People who thrive in this role will have a solid background in analytics, strategic thinking, building links with cross-functional partners, and providing data driven recommendations.

What you'll be doing:

• Conduct complex dashboard building, report automation, and SQL queries. Work with data extraction, reporting, and analytics tools to validate and/or develop analysis and reporting to provide insight.

• Develop customer-focused models and present data-driven analyses to guide decision-making across functions such as Product, Operations, and Customer Support.

• Serve as a strategic thought partner to Customer Success leadership by surfacing key insights and providing recommendations on areas for improvement.

• Calibrate customer support technology (chatbots, AI) and conduct scaled quality analysis programmatically.

• Preference for Phoenix location but open to remote work or working in an office or hybrid near one of our offices (San Francisco, Seattle, Sunnyvale).

What you must have:

• 4+ years of experience working in a customer-focused analytical capacity in areas such as business intelligence, data science, management consulting, or investment banking.

• Experience working quickly and proficiently with Business Intelligence (BI) tools and data warehouses such as Looker, Tableau, BigQuery, and Salesforce Einstein/dashboarding. Being a power user of Sheets, Slides, and Excel is essential.

• Comfortable working with structured and unstructured data to create visually appealing and digestible presentations, dashboards, and reports.

• Ability to independently work with large datasets with excellent data analysis, modeling, and SQL skills.

• Ability to communicate and influence effectively with cross-functional stakeholders by presenting the insights from your data analysis in a compelling way.

• Comfort with ambiguity and working in a fast-paced, high-growth environment.

Bonus points!

• Experience with data analysis using programming languages like Python or R.

• Experience working with Natural Language Processing (NLP). Extra bonus points for experience with technology-enabled customer support products (chatbots, AI).

• Previous experience in ride-hail or high-tech.

• Enthusiastic about the AV industry and the impacts it will have on society.

The salary range for this position is $125,900 - 185,000. Compensation will vary depending on location, job-related knowledge, skills, and experience. You may also be offered a bonus, restricted stock u