Customer Satisfaction Analyst - Returns and Quality

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If you’ve worn a pair of glasses, we’ve already met.

We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over 150 countries access to a global platform of high-quality vision care products (such as the Essilor brand, with Varilux, Crizal, Eyezen, Stellest and Transitions), iconic brands that consumers love (such as Ray-Ban, Oakley, Persol, Oliver Peoples, Vogue Eyewear and Costa), as well as a network that offers consumers high-quality vision care and best-in-class shopping experiences (such as Sunglass Hut, LensCrafters, Salmoiraghi & Viganò and the GrandVision network), and leading e-commerce platforms.

Join our global community of over 190,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry.

Discover more by following us on LinkedIn! 

Your #FutureInSight with EssilorLuxottica

Are you willing to pioneer new frontiers, foster inclusivity and collaboration, embrace agility, ignite passion, and make a positive impact on the world? Join us in redefining the boundaries of what’s possible.

Job Summary:
We seek a proactive Customer Quality & Total Returns Data Mining Analyst to analyze root causes of quality issues and customer returns in optical manufacturing. This role leads quality projects and systems to uphold EssilorLuxottica's product standards. Responsibilities include mining returns data, identifying trends, and collaborating cross-functionally to drive improvements in manufacturing, customer service, order management, and sales communication. Insights will be shared with the Senior Customer Satisfaction Manager to enhance product quality and customer experience.

Key Responsibilities:

Data Mining & Analysis:

• Analyze customer service and quality data to identify trends, defects, and root causes.

Root Cause Analysis & Quality Control:

• Conduct root cause analysis on returns and quality concerns using statistical methods.
• Establish inspection, testing, and evaluation standards.
• Train inspectors and QA teams; oversee the Reference Inspector Program (RI Training, Inspection Methodology, Standardization, ISTM 04.024 v4 - Rx Quality Specification).

Cross-Functional Collaboration:

• Work with manufacturing, quality control, customer service, and order management to turn insights into solutions.
• Improve communication between customer service and production to reduce delays.

Reporting & Insights:

• Develop and present concise reports and dashboards to senior management, highlighting trends and root causes.

Process Improvement:

• Support continuous improvement initiatives to reduce defects and enhance quality control.

Training & Development:

• Educate teams on interpreting and acting on quality data, fostering a data-driven approach.

Trend Reporting:

• Maintain KPI tracking for quality and returns, keeping stakeholders informed.

Qualifications:

• Bachelor’s degree in Business, Engineering, or Quality Management.
• 2+ years in customer service management, quality assurance, or data analysis (preferably in manufacturing or optical industries).
• Strong background in data analysis, root cause analysis, and Six Sigma methodologies.
• Experience with data analysis software tools.
• Solid understanding of manufacturing processes, particularly in optical manufacturing.
• Excellent communication and presentation skills for senior management and teams.
• Ability to drive process improvements and manage multiple projects efficiently.

Physical Requirements:

• Ability to work in a manufacturing environment, including production floor visits.

This role offers a direct impact on customer satisfaction and operational performance in the optical manufacturing sector. If you're a detail-oriented problem solver with a passion for data and quality, apply today!

Our Diversity, Equity and Inclusion commitment​

We are committed to creating an inclusive environment for all employees. We celebrate diversity and provide equal opportunities to all, regardless of race, gender, ethnicity, religion, disability, sexual orientation, or any other characteristic that makes us unique.