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. 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 scrappy operator with strong analytical and project/program management skills to support the Head of Rivian Voice of Customer in building out this crucial capability.
Responsibilities
Collaborate with the Head, Voice of Customer to build the capabilities for the team to become the objective source of customer feedback, embedding it at the heart of Rivian’s operations. As such, you will be responsible to craft actionable narratives for internal Rivian teams to leverage.
This role will have three main areas of focus:
Set the priorities, and establish processes for the customer feedback program for all digital and customer service experiences
Lead the relationship with cross-functional stakeholders as you articulate feedback requirements, read-out feedback insights, and address key improvement opportunities
Lead the analysis of customer feedback (gathered both digitally and in person), and operational data to identify improvement opportunities across our operations.
Work with technical and non-technical teams to build new ways of collecting customer data/feedback and improve our reporting capabilities.
This work will guide the way we personalize each customer’s experience, engage them, and innovate on their behalf. You will represent the voice of the customer, providing unfiltered customer feedback on our products, services, and experiences. Key partners you’ll collaborate with throughout this process include Adventure Products, Brand, Charging, Commercial Analytics, Commercial Learning & Development, Communications, Customer Service, Delivery & Field Operations, Digital Commerce, Finance, Marketing, Quality, Spaces, and Vehicle Service.
Key responsibilities include but are not limited to:
Oversee and co-lead the synthesis of customer insights based on Rivian’s closed loop feedback mechanisms, inbound calls and emails, social media
Lead the development, implementation, and administration of Rivian’s feedback loop mechanisms across customer experience episodes
Lead the development of feedback loops for Rivian’s digital assets and establish a process to conduct digital customer experiences audits
Manage the collaboration between the VoC team and other technical and non-technical stakeholders who own individual customer experience episodes
Co-Lead the framing, design and implementation of an organizational feedback loop process and governance
Co-Lead the development of customer experience scorecards that summarize customer perception and add context through leading operational metrics
Manage an internal process to support customer research and focus groups requests
Qualifications
An innovative, customer-centric, and getting-things-done mindset and approach to building programs and capabilities
8+ years of management consulting or CEXP experience in analyzing and synthesizing customer/consumer data
Proven ability to tell compelling stories through data and communicate them to both technical and non-technical audiences
Tableau & SQL skills are an advantage but not a must
Exceptional stakeholder management capability
Excellent communication, both verbal and written
Excellent organizational skills and attention to detail
Must be a team player
Occasionally requires nights/weekend work
Salary Range/Hourly Rate for California Based Applicants : [ $168,000 - $193,000 ] (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