CX Reporting Analyst

Responsibilities

• This is a role that blends data craftsmanship, business intelligence excellence, and executive ‑ caliber storytelling with strong relationship ‑ building and the ability to inspire change.
• Become part of an iconic brand that is set to revolutionize the electric pick-up truck & rugged SUV marketplace by achieving the following:
• Reporting & Analytics
• Partner across CX : Work with Customer Support Ops (Human Support), CX Excellence (Quality), and CX Content & Automation (Documentation & Systems) to develop, evolve, and maintain dashboards, scorecards, and recurring reports that drive action.
• KPIs & insight design : Define and refine KPIs and diagnostic metrics; translate complex data into clear insights on trends, risks, and opportunities.
• Proactive analysis : Identify performance gaps, root causes, and leading indicators; recommend and track data ‑ backed improvements.
• Closed ‑ loop enablement : Build reporting that aligns owners, SLAs, and next steps so issues discovered in data are addressed and verified.
• Voice of the Customer (VoC) Leadership
• Reporting ownership : Create and manage the company ‑ wide VoC reporting framework spanning customer surveys, Support interaction feedback, product feedback, reviews, social media interactions, and other signals.
• Cross ‑ functional partnership : Partner with Product, Quality, Support, Sales, Aftersales, Retail, and other action owners to ensure they have timely, relevant insights and the context to act.
• Narratives & readouts : Deliver monthly/quarterly VoC narratives and executive readouts that synthesize qualitative and quantitative feedback into prioritized, actionable themes.
• Customer Survey Strategy & Governance
• Coordinate customer survey strategy across all customer ‑ surveying orgs to avoid fatigue and duplication while improving signal quality.
• Standards & methods : Establish targeting, sampling, frequency, and suppression rules.
• Operations & compliance : Oversee the survey calendar, vendor/platform coordination, consent/compliance considerations, and data quality reviews.
• Data Infrastructure & Tools
• BI development : Build, maintain, and document robust dashboards and datasets using tools like Power BI.
• Data access : Pull and blend data from multiple systems, including making/managing API calls, ensuring accuracy along the way.
• Quality & governance : Implement checks, version control, and refresh cadences; maintain metric dictionaries and report catalogs.
• Communication, Storytelling & Influence
• Executive ‑ ready storytelling : Create compelling presentations that distill complexity into clear decisions and next steps.
• Verbal influence : Facilitate discussions, inspire action, and align diverse audiences, from frontline to executive leadership.
• Location & Travel Expectations :
• This role may be based out of the Scout Motors corporate headquarters in Charlotte, NC .
• This role requires 4-5 days per week in the office, with regular in-person meetings and events.
• Applicants should expect that the role will require the ability to convene with

Benefits

Additional Information

Here at Scout Motors, we're carrying forward the heritage of one of the most iconic American vehicles in history. A vehicle dating back to 1960. One that forged the path for future generations of rugged SUVs and trucks and will do so once again. But Scout is more than just a brand, it's a legacy steeped in a culture of exploration, caretaking, and hard work. The Scout brand is all about respect. Respect for the past and the future by taking an iconic American brand that hasn't been around for a while, electrifying it, digitizing it, and loading it with American innovation. Respect for communities by creating a company that stands for its people and its customers. Respect for both work and play, with vehicles that are equally at home at a camp site, a job site, or on a Tuesday commute. And respect for our customers by developing two powertrains that meet their requirements - an all-electric powertrain as well as the Harvester™ range extender powertrain which includes a built-in gas-powered generator with an estimated 500 miles of combined range. At Scout Motors, we empower our talented, inclusive, and entrepreneurial teams to innovate. What makes a Scout employee? Someone who is a visionary and a leader, who seeks new paths and shares lessons learned. A knowledgeable doer who collaborates across the company to build better. A go-getter with unrivaled passion. Join us at Scout Motors and be part of shaping the future of transportation. If you're ready to drive change and make history, apply now!

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