General Information Req # WD00083867 Career area: Services Country/Region: United States of America State: North Carolina City: Morrisville Date: Monday, June 16, 2025 Working time: Full-time Additional Locations:  * United States of America - North Carolina - Morrisville Why Work at Lenovo We are Lenovo. We do what we say. We own what we do. We WOW our customers. 
Lenovo is a US$57 billion revenue global technology powerhouse, ranked #248 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY). 
This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com, and read about the latest news via our StoryHub. Description and Requirements

Key Responsibilities

Analyze call center metrics, remote service data ( Onsite and Depot), and customer experience feedback to identify trends, patterns, and areas for improvementDesign and implement dashboards to track KPIs for service delivery performance, customer satisfaction, and operational efficiencyPerform root cause analysis on service delivery issues to help teams address underlying problemsGenerate regular reports on service performance metrics for leadership and operational teamsCollaborate with IT and service management teams to improve data quality and collection methodsTranslate complex data findings into clear, actionable recommendations for non-technical stakeholders

Required Qualifications

3+ years of experience in data analysis, preferably within a service delivery or call center environmentStrong experience with data visualization tools (e.g., Tableau, Power BI)Proficiency in statistical analysis and data mining techniquesExperience analyzing customer satisfaction metrics and service level agreementsDemonstrated ability to transform complex data into actionable insights

Preferred Qualifications

Experience with remote service delivery models and associated metricsFamiliarity with CRM systems and support ticketing platformsUnderstanding of customer journey mapping and experience measurementExperience with process improvement methodologies (Six Sigma, Lean)

What Success Looks Like

Deliver data-driven insights that measurably improve customer satisfaction scoresCreate self-service analytics that enable teams to make informed decisions

Identify optimization opportunities that reduce costs while maintaining service quality

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class. Additional Locations:  * United States of America - North Carolina - Morrisville * United States of America * United States of America - North Carolina * United States of America - North Carolina - Morrisville