Manager, Customer Experience

At Lucid, we set out to introduce the most captivating, luxury electric vehicles that elevate the human experience and transcend the perceived limitations of space, performance, and intelligence. Vehicles that are intuitive, liberating, and designed for the future of mobility.

 

We plan to lead in this new era of luxury electric by returning to the fundamentals of great design - where every decision we make is in service of the individual and environment. Because when you are no longer bound by convention, you are free to define your own experience.

 

Come work alongside some of the most accomplished minds in the industry. Beyond providing competitive salaries, we're providing a community for innovators who want to make an immediate and significant impact. If you are driven to create a better, more sustainable future, then this is the right place for you.

Lucid's Financial Services Organization provides Financing Solutions to our Customers globally in partnership with our Financing partners worldwide. We are looking for a Customer Experience Leader to build a best-in-class Global Customer Experience function within Lucid's Financial Service Organization. The ideal candidate will be a proven, results oriented leader with strong communication skills, a deep skillset in building relationships with internal and external partners coupled with an ability to influence across all levels of the organization. Experience leading global Customer Experience & Customer Success teams within Auto Financial Services and/or EV OEMs is desired. 

Responsibilities:

• Lead the Customer Experience function for Financial Services Globally 
• Capture Voice of Customer, Customer Feedback &Complaints(Regulatory, Executive, etc.) 
• Prioritize Customer Experience during the entire customer lifecycle 
• Create impactful Customer Experience Metrics & KPIsanddevelopaneffectiveCX measurementframework 
• Drive consistently great customerexperiences to developcustomerloyalty, increase customerretention and customersatisfaction 
• Provide inputs to create customer-centricproducts & offerings 
• Promote Omni-channel customer 
• Monitor Lucid owner forums & social media for customerexperience flags 
• Collaborate with Training, internal stakeholders across Lucid andexternally with Financing partners to drive the end-to-end customerexperience agenda 
• Create a Roadmap for Customer Success and instill a customer centric culture within the CX team 
• Use data, analytics, and customer feedback to analyze customer trends, share customer satisfaction metrics and identify/execute strategies to improve customer touchpoints 
• Work with User Experience designers and Product to understand how customers interact with the Lucid's Financial products and provide inputs into improving the design of the products to enhance Customer Experience 
• Develop Customer Success Strategies, develop presentations to gain buy-in from Executive Leadership and lead execution to achieve business outcomes 
• Establish and Lead Customer Advisory Boards, engaging Lucid's Financial Services Customers to share insights about products and what customers care about when using services offered 
• Measure Customer Experience metrics regularly and analyze data from customers to identify trends, pain points, and opportunities for improvement. 
• Utilize AI-driven technology, such as automation tools or support automation platforms, to answercustomer inquiriesquickly and accurately. 
• Regularly evaluate customer feedback to understand customer needs and expectations and make necessary changes accordingly. 
• Utilize customer advisory boards to gain insights intoCustomer Experienceswith the organization's products or services. 
• Monitor customer inquiries or complaints and take necessary action to resolve issues as quickly as possible. 
• Develop a feedback system that allows customers to provide their insights regarding Customer Experiences with the company's products or services. 
• Utilizecustomer datato understand customer preferences and adjust marketing strategies accordingly. 
• Create a customer success plan that outlines how customers should be interacted with during their journey with the organization. 

Required Qualifications:

• 10+ years leadership experience in Financial Services leading a Customer Experience function globally 
• 5 years of people leadership experience with proven ability to lead global teams 
• Expertise in market research, VOC strategy and framework, and Customer Experience design at a large global company.  
• Deep understanding of client experience strategies, market research methodologies, and AI technologies.  
• Experience with chat, chatbot, knowledge management, and search platforms is a plus.  
• Solid analytical skills with the ability to interpret customer feedback and translate data into actionable insights and proposals.  
• Excellent communication and presentation skills, both written and verbal.  
• Strong interpersonal skills with the ability to build relationships with customers and stakeholders.  
• Ability to work collaboratively in a fast-paced, dynamic environment and manage multiple projects simultaneously.  
• Strong communication (verbal, written, presentation) and interpersonal skills, with the ability to create collaborative relationships (internally and externally) to drive program outcomes  
• Ability to engage with and establish credibility with business partners across all levels of the organization 
• Promote a high-performance culture by cultivating and motivating direct/indirect reports through coaching, mentoring, and by providing regular and meaningful feedback. 
• Strong executive presence and experience advising and interfacing business leadership on technology-related issues, excellent executive-level verbal and written communication 
• Meticulous attention to detail 
• Excellent knowledge of Automotive Financial Services products 
• Proven problem-solving skills and experience influencing executive stakeholders 
• Ability to switch between strategic and tactical responsibilities to drive results and innovation 
• Bachelors degree required 
• Position based in Newark, CA

Preferred Qualifications:

• Experience in the Luxury & EV segment is strongly preferred 
• Experience in process improvement 
• Experience leading global enterprise-wide & teams 
• MBA or similar masters degree 

Salary Range : The compensation range for this position is specific to the locations listed below and is the range Lucid reasonably and in good faith expects to pay for the position taking into account the wide variety of factors that are considered in making compensation decisions, including job-related knowledge; skillset; experience, education and training; certifications; and other relevant business and organizational factors.

       California (Bay Area) - $131,000 - $187,000

 

Additional Compensation and Benefits: Lucid offers a wide range of competitive benefits, including medical, dental, vision, life insurance, disability insurance, vacation, and 401k. The successful candidate may also be eligible to participate in Lucid's equity program and/or a discretionary annual incentive program, subject to the rules governing such programs. (Cash or equity incentive awards, if any, will depend on various factors, including, without limitation, individual and company performance.)

Lucid maintains your privacy according to its Candidate Privacy Notice. If you are a California resident, please refer to our California Candidate Privacy Notice.

At Lucid, we don't just welcome diversity - we celebrate it! Lucid Motors is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, national or ethnic origin, age, religion, disability, sexual orientation, gender, gender identity and expression, marital status, and any other characteristic protected under applicable State or Federal laws and regulations.

 

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