Service Operations Analyst

Service Operations Analyst

Lutron has an immediate opening for a Service Operations Analyst to support our Service Organization at the Annex office location in Center Valley, PA. This role will provide leadership with actionable, data-backed insights to improve organizational performance (customer experience and service effectiveness). This role focuses on removing customer friction, improving service quality, and enabling customer self-service by operationalizing analytics into quality improvement projects and intuitive self-service initiatives. This is a newly created position designed to support growth and elevate service delivery.

Responsibilities

• Deliver actionable, data-driven insights to leadership to enhance service performance and decision-making.
• Analyze customer interactions, sentiment, and behavior to identify friction points and unmet needs.
• Prioritize improvement initiatives based on customer sentiment and business impact.
• Identify and analyze frequent customer support needs and trends to inform service strategies.
• Translate analytics into operational improvements, including quality initiatives and self-service solutions.
• Analyze cost-of-service data to identify opportunities for efficiency and quality improvements.
• Partner closely with Service Technology and Data Science teams to build and leverage data infrastructure.
• Support initiatives that make it easier for customers to find answers and resolve issues efficiently reducing unnecessary contacts as a result of improved clarity and experience.
• Present insights and recommendations clearly to stakeholders at various levels.

Qualifications

• Bachelors degree required.
• Minimum cumulative 3.00 GPA required.
• Minimum 5 years work experience in service operations, customer support required. analytics/business insights, or a related field required.
• Demonstrated experience with tools like Power BI, advanced Excel, etc. required.
• Proven skill in leveraging customer sentiment analysis and cost-of-service modeling to prioritize initiatives based on business impact, effort, and customer experience preferred.

Lutron Electronics' position as the worldwide leader in innovative lighting control and shading solutions has enabled consistent, annual growth. Our company has cultivated a reputation of unsurpassed quality, a broad range of technologies and product offerings, and a strong commitment to servicing our worldwide customers. This has allowed the company to invest in developing new technologies and services, expand our technical capabilities and global presence, and to find and retain the best talent. Build your career with Lutron where you will enjoy competitive compensation and benefits while exploring many options for continued growth and education. Make a difference every day in our dynamic, people-centric, technology-driven organization.

Lutron Electronics is an Equal Opportunity – Affirmative Action – Employer. We welcome qualified, motivated applicants regardless of race, color, religion, sex, national origin, age, disability or genetics