Director, Customer Experience

Director, Customer Experience

Leading the future in luxury electric and mobility

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.

The Role

• Develop and lead a comprehensive process for capturing, analyzing, and prioritizing customer concerns from all channels and touchpoints.
• Infuse customer sentiment and feedback into advanced analytics and AI models to ensure prioritization reflects both business impact and customer experience.
• Build and maintain dashboards and visualization tools that provide real-time visibility into customer sentiment, concern status, and resolution progress for executive leadership.
• Deliver clear, actionable recommendations to product, engineering, service, sales, and other cross-functional teams based on data-driven insights.
• Conduct rigorous root cause analysis to uncover underlying drivers of customer concerns, distinguishing between technical, process, and perception-based issues.
• Map concerns to the appropriate internal organizations (e.g., Design, Engineering, Manufacturing, Service, Sales), often involving multiple teams, and ensure clear ownership for resolution.
• Oversee the end-to-end process of shepherding prioritized concerns through to resolution, tracking progress and escalating as needed to executive leadership.
• Establish and track KPIs for customer concern resolution, customer satisfaction, and organizational responsiveness.
• Collaborate with leaders across product, engineering, manufacturing, service, and sales to drive accountability and ensure timely, effective resolution of customer issues.
• Leverage a strong technical understanding of vehicle systems and customer-facing technologies to accurately interpret concerns and assign ownership.
• Serve as the internal advocate for the customer, ensuring their needs and pain points are understood and addressed in strategic planning and operational execution.
• Foster a culture of customer-centricity, continuous improvement, and data-driven decision-making throughout the organization.

Qualifications

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.

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.)