Customer Experience Program Coordinator

We are looking for a proactive, innovative and analytical Customer Experience and VoC Program Coordinator to lead initiatives that shape a seamless, premium customer experience across all touchpoints. You will execute Lucid’s VoC strategy to gather, analyze, and act upon customer feedback — ensuring that insights drive continuous improvement and operational excellence across Sales, Delivery, Service across the European market. This role is central to ensuring every touchpoint from awareness to ownership delivers a world-class experience rooted in insight, empathy, and innovation. 

This role is critical to ensuring that customer-centric thinking is embedded in every part of the European organization, helping Lucid deliver exceptional experiences that build loyalty, trust, and advocacy. Partnering cross-functionally with Sales, Service, Marketing, Product, and Digital teams, you’ll act as both a strategist and an enabler to elevate the Lucid experience. 

The Role:

• Coordinate a centralized VoC program across Europe, consolidating input from surveys, CRM, social media, support cases, and in-person feedback. 

• Coordinate and continuously develop the centralized Voice of the Customer (VoC) program across Europe, consolidating structured feedback from surveys, CRM, social media, support cases, and in-person interactions across key touchpoints including Sales, Delivery, Service, and Product. 

• Build survey design, and create analysis for NPS, CSAT, and other CX metrics. 

• Develop structured insights dashboards and deliver monthly presentations of key findings, while supporting executive briefings and customer storytelling to drive organizational awareness and engagement. 

• CX and VoC insights into new initiatives, product development pipelines, and market-specific rollouts. 

• Track, analyze, and present program performance and customer sentiment trends across the European market. 

 Qualifications: 

Required: 

• 2+ years of experience in Customer Experience, Voice of the Customer, Program Management, or related roles. 

• Strong knowledge of CX measurement frameworks and KPIs, including NPS, CES, and journey friction point analysis. 

• Analytical mindset with the ability to interpret quantitative and qualitative customer data and translate it into actionable insights. 

• Excellent communication, storytelling, and presentation skills; ability to engage with senior leadership and cross-functional teams. 

• Demonstrated ability to collaborate across Sales, Service, Marketing, Digital, and Product teams to improve customer outcomes. 

• Fluent in English (written and spoken). 

Preferred:

• Background in premium automotive, luxury consumer brands, or high-touch service environments. 

• Experience working in fast-paced, high-growth environments or scale-up organizations. 

• Experience with tools such as Salesforce, Tableau, or customer feedback dashboards. 

• Additional European language(s), such as German, Dutch, or French.