Rivian is on a mission to keep the world adventurous forever. This goes for the emissions-free Electric Adventure Vehicles we build, and the curious, courageous souls we seek to attract.
As a company, we constantly challenge what’s possible, never simply accepting what has always been done. We reframe old problems, seek new solutions and operate comfortably in areas that are unknown. Our backgrounds are diverse, but our team shares a love of the outdoors and a desire to protect it for future generations.
Role Summary
Rivian’s Customer Engagement organization is a growing part of the Commercial business, on a mission to build memorable customer experiences at every touchpoint. We aim to think critically about meaningfully building a community around Rivian’s desire to Keep the World Adventurous forever, while supporting the full customer journey through ownership and beyond. Sales & Customer Engagement is at the forefront of how we create intuitive, innovative, and beautiful moments that our customers will love. We strive to understand and predict our customers' needs, behaviors, and emotions and to gather insights that inform our experiential design, products, and the digital tools that we integrate throughout their interactions with our brand. The team Voice of Customer will play a critical role in the Commercial organization, embedding customer feedback at the heart of Rivian’s operations and bringing the key customer’s voice to life for our teams. We are looking for a gritty data wrangler and scientist with a passion for and focus on practical solution to support the Head, Voice of Customer to establish leading and lagging indicators of customer experience.
Responsibilities
Collaborate with the Head, Voice of Customer to build the data infrastructure to tie operational data to perception data, for the VOC to strengthen its insights and predictive capabilities.
This role will have four main areas of focus:
In collaboration with IT, Commercial Analytics, and other stakeholders design and maintain a future proof VOC data structure.
Collaborate with cross-functional leaders to set CEXP priorities by c onduct ing practical, objective driven, but statistically correct analysis into CEXP drivers
Develop predictive models (e.g., churn, and NPS models) to enable a proactive CEXP management.
This work will guide the way we personalize each customer’s experience, engage them, and innovate on their behalf. You will ensure we have hard facts embedded in our insights when we provide our stakeholders with an unfiltered view of our customers’ feedback. Key partners you’ll collaborate with throughout this process include Brand, Charging, Commercial Analytics, Communications, Customer Service, Delivery & Field Operations, Finance, IT, Marketing, Product Development, Quality, Spaces, Vehicle Service, , and Vehicle Lines.
Key responsibilities include but are not limited to:
In collaboration with the Customer Data Engineer, the Salesforce Product team, and the Data Infrastructure team, establish a future proof VOC data structure and tables
Establish and enforce VOC data governance rules
Develop solutions that bring critical insights to a wide range of problems including establishing critical customer experience drivers, designing predictive models for NPS and churn, develop methodology to calculate loyalty economics
Collaborate with your Commercial Analytics counterpart to develop insightful and zero-defect VOC dashboards to visualize CEXP scorecards and other analytic al output
Apply machine learning and statistical techniques such as regression models, decision trees, clustering, and topic models
Prepare various sources of data using data wrangling methods in Python, R and SQL
Keep informed of new and current statistical methodologies, machine learning and data wrangling techniques
Qualifications
An advanced knowledge of a quantitative discipline such as Statistics, Mathematics, Engineering, Computer Science, Econometrics, Business Analytics, or Market Research. Previous work experience in a related field is a plus
Strong background in data mining, machine learning, statistical analysis, and mathematical modeling in practical applications
Strong ability in data wrangling, visualization, and modeling in either R , Python or SQL is a plus
Proficiency with VBA , Alteryx and/or Tableau is a plus
Examples of domain expertise we are interested in: predictive modeling, churn analysis, time series forecasting, segmentation, natural language processing and text analytics
Advanced ability to influence and effectively communicate complex insights to executive level stakeholders
Ability to explain and discuss mathematical and machine learning technicalities to a business audience
Strong interpersonal and communication skills are pre-requisite for this role
Salary Range/Hourly Rate for California Based Applicants : [ $121,000 - $139,000 ] (actual compensation will be determined based on experience, location, and other factors permitted by law).
Benefits Summary: Rivian provides robust medical/Rx, dental and vision insurance packages for full-time employees, their spouse or domestic partner, and children up to age 26. Coverage is effective on the first day of employment, and Rivian covers most of the premiums.
Equal Opportunity
Rivian is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender, gender expression, gender identity, genetic information or characteristics, physical or mental disability, marital/domestic partner status, age, military/veteran status, medical condition, or any other characteristic protected by law.
Rivian is committed to ensuring that our hiring process is accessible for persons with disabilities. If you have a disability or limitation, such as those covered by the Americans with Disabilities Act, that requires accommodations to assist you in the search and application process, please email us at candidateaccommodations@rivian.com .
Candidate Data Privacy
Rivian may collect, use and disclose your personal information or personal data (within the meaning of the applicable data protection laws) when you apply for employment and/or participate in our recruitment processes (“Candidate Personal Data”). This data includes contact, demographic, communications, educational, professional, employment, social media/website, network/device, recruiting system usage/interaction, security and preference information. Rivian may use your Candidate Personal Data for the purposes of (i) tracking interactions with our recruiting system; (ii) carrying out, analyzing and improving our application and recruitment process, including assessing you and your application and conducting employment, background and reference checks; (iii) establishing an employment relationship or entering into an employment contract with you; (iv) complying with our legal, regulatory and corporate governance obligations; (v) recordkeeping; (vi) ensuring network and information security and preventing fraud; and (vii) as otherwise required or permitted by applicable law.
Rivian may share your Candidate Personal Data with (i) internal personnel who have a need to know such information in order to perform their duties, including individuals on our People Team, Finance, Legal, and the team(s) with the position(s) for which you are applying; (ii) Rivian affiliates; and (iii) Rivian’s service providers, including providers of background checks, staffing services, and cloud services.
Rivian may transfer or store internationally your Candidate Personal Data, including to or in the United States, Canada, the United Kingdom, and the European Union and in the cloud, and this data may be subject to the laws and accessible to the courts, law enforcement and national security authorities of such jurisdictions.
Please note that we are currently not accepting applications from third party application services.
View Original Job Posting