Service Strategy & Analytics Analyst

About the role

LG Electronics' Service organization is seeking a data-driven Service Strategy & Analytics Analyst to support the modernization of how we understand, measure, and improve the customer service experience. This role will leverage AI-powered analytics, automation, and predictive modeling to transform raw operational data into meaningful insights and strategic recommendations. The Service Strategy & Analytics Analyst will be responsible for identifying trends, evaluating service performance, and developing data-driven solutions that help improve efficiency, service quality, and the overall customer experience. This position will work closely with cross-functional teams to translate complex data into actionable strategies that support business objectives and drive continuous improvement across the service organization. The ideal candidate is analytical, detail-oriented, and passionate about using data and technology to solve business challenges and influence meaningful change.

Responsibilities

• Analyze large-scale service operations data to uncover trends, root causes, and improvement opportunities across the customer service journey.
• Build and maintain AI-assisted dashboards and automated reporting tools that reduce manual work and surface insights faster.
• Apply predictive analytics and forecasting techniques (e.g., workforce/capacity forecasting, demand trends) to support proactive decision-making.
• Explore and pilot AI/ML and generative AI tools to automate data preparation, reporting, and pattern detection.
• Prepare business review materials, forecasts, and planning models that translate complex data into clear recommendations for leadership.
• Partner with cross-functional teams (Field Service, HR, Finance, Customer Care) to design and implement data-driven strategic initiatives.
• Continuously improve data pipelines and reporting processes to increase accuracy, speed, and scalability.

Requirements

• Bachelor's degree in Business, Economics, Data Science, Statistics, or a related field.
• 2+ years of experience in data analysis, business analytics, or strategic planning.
• Advanced proficiency in Microsoft Excel (VLOOKUP, Pivot Tables, formulas).
• Experience building reports/dashboards using BI tools (e.g., Tableau, Power BI, Google Data Studio).
• Interest in or hands-on experience applying AI tools to analytics or automation work.
• Strong analytical and problem-solving skills, with the ability to translate data into clear business insights.
• Excellent written/verbal communication skills.

Preferred Qualifications

• Bilingual proficiency in Korean and English.
• Experience with SQL, Python, or AI/ML tools for advanced analytics.
• Experience using generative AI tools to accelerate analytical work.
• Familiarity with cloud platforms (e.g., GCP, AWS, Azure).

Pay

$70,000—$75,000 USD

Benefits

• No-cost employee premiums for you and your eligible dependents for competitive medical, dental, vision and prescription benefits.
• Auto enrollment with immediate vesting of competitive company matching contributions in a 401(k) Retirement Savings Plan with several investment options.
• Generous Paid Time Off program that includes company holidays and a combined bank of paid sick and vacation time.
• Performance based Short-Term Incentives (varies by role).
• Access to confidential mental health resources to help you and your loved ones improve your quality of life.
• Personal fitness goal incentives.
• Family orientated benefits such as paid parental leave and support for families raising children with learning, social, behavioral challenges, or developmental disabilities.
• Group Rate Life and Disability Insurance.