Job Description

At Lyft, our purpose is to serve and connect. To do this, we start with our own community by creating an open, inclusive, and diverse organization.

The vision of this team is to foster long-term loyalty to Lyft with every support interaction.  If we are successful, a Lyft customer will rarely interact with Lyft Support. But when that interaction occurs, their issue is resolved quickly, effectively, and with true care. For a Lyft customer, their experience of Support should be that “Lyft cares about me and made the experience easy.”

As an Analytics Lead, you’ll partner directly with cross-functional stakeholders to identify opportunities and design solutions for improving our customer support experience. You’ll leverage your analytical expertise to deliver actionable insights and recommendations to drive quality business decisions with customer-facing impact.  Customer support at Lyft is evolving—integrating customer experience with AI to deliver faster, more personalized, and scalable solutions.  You will have a direct impact to redefining support as a strategic driver of customer trust and satisfaction.

Responsibilities

Tell a Story with Data: Interpret data into compelling narratives with clear recommendations that influence our product and customer support experience
Sharing Insights that Matter: Monitor KPIs, uncover root causes behind performance shifts and present insights to senior leadership teams
Collaborate Across Teams: Partner with Product, Engineering, Data Science & Analytics, Business Operations and other cross-functional stakeholders to achieve business goals 
Measure Success: Define metrics used to measure the success of strategic initiatives and health of our customer support platform by building dashboards and tracking metrics over time
Drive Operational Excellence: Measure business health, customer sentiment, monitor operational performance and identify opportunities for continuous improvement.

Experience

4+ years of experience in data analytics or a related analyst role, ideally within a high-growth tech or startup environment
Skilled in communicating insights across audiences, with strong experience in written, verbal, and listening communication
Proficient in working with SQL and Python (a plus), with hands-on experience analyzing large datasets and integrating inputs from multiple sources
Demonstrated ability to translate ambiguous business challenges into structured analytical problems with minimal guidance
Proven track record of using data to solve complex problems and connect detailed analysis to broader strategic goals
Experience in building trust and collaborating across functions, with a strong ability to influence stakeholders and align on shared objectives

Benefits:

Great medical, dental, and vision insurance options
Mental health benefits
Family building benefits
In addition to 12 observed holidays, salaried team members have unlimited paid time off, hourly team members have 15 days paid time off
401(k) plan to help save for your future
18 weeks of paid parental leave. Biological, adoptive, and foster parents are all eligible
Pre-tax commuter benefits
Lyft Pink - Lyft team members get an exclusive opportunity to test new benefits of our Ridership Program