What you’ll do
The CX Reporting Analyst turns customer signals into action. This role owns Customer Support reporting and analytics and leads Scout’s Voice of the Customer (VoC) reporting company‑wide. You’ll partner with Customer Support Ops (Human Support), CX Excellence (quality), and CX Content & Automation to ensure the right insights reach the right owners at the right time, so action follows quickly.
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 Scout colleagues in person and travel to participate in events on behalf of the company from time to time.
What you’ll bring
We expect all Scout employees to have integrity, curiosity, resourcefulness, and strive to exhibit a positive attitude, as well as a growth mindset. You’ll be comfortable with change and flexible in a fast-paced, high-growth environment. You’ll take a collaborative approach to achieve ambitious goals. Here's what else you'll bring:
Required Qualifications
- 2+ years of proven experience in analytics/reporting or BI roles with ownership of dashboards and recurring executive reporting.
- Strong expertise with a major BI tool (Power BI, Looker, or Tableau) and advanced Excel/Google Sheets.
- Working knowledge of APIs (REST/JSON) and comfort blending data from multiple sources.
- Excellent written and verbal communication; demonstrated ability to influence without authority and build trusted relationships.
- Proactive, highly organized, and comfortable turning ambiguity into structured insights and recommendations.
- Expertise in creating compelling materials via PowerPoint, Figma, and other creation tools to tell a story.
Preferred Qualifications
- Experience supporting Customer Support/CX or Operations teams.
- Familiarity with VoC programs and survey platforms (e.g., Qualtrics, Medallia, SurveyMonkey).
- Exposure to ticketing/CRM (e.g., Intercom, Salesforce Service Cloud), product analytics tools, and data warehouses.
- Experience presenting to senior leadership and facilitating cross‑functional forums.
What you'll gain
The benefits of joining Scout include the chance to build products and a company from the ground up. This is a chance to create something new and lasting – with an iconic brand at its foundation. In addition, Scout provides competitive compensation and benefits to support your physical, mental, and financial wellbeing. Program specifics are detailed in company policies and employee benefit guides, select highlights:
- Competitive insurance including:
- Medical, dental, vision and income protection plans
- 401(k) program with:
- An employer match and immediate vesting
- Generous Paid Time Off including:
- 20 days planned PTO, as accrued
- 40 hours of unplanned PTO and 14 company or floating holidays, annually
- Up to 16 weeks of paid parental leave for biological and adoptive parents of all genders
- Paid leave for circumstances related to bereavement, jury duty, voting time, or military leave
Pay Transparency
This is a full-time, exempt position eligible to receive a base salary and to participate in an annual performance bonus program. Final salary offered will be determined based on factors including but not limited to the candidate's skills and experience. The annual performance bonus program is preset and not candidate dependent.
Initial base salary range = $60,000.00 - $75,000.00
Internal leveling code: IC10
