Customer Experience Sr. Analyst
Job Description
Job Description
Job Title: Customer Experience Sr. Analyst
Job Overview
The Customer Experience Sr. Analyst supports the Client Customer Care Center by analyzing customer sentiment, CSAT scores, and Voice-of-Customer (VOC) feedback to identify trends and improvement opportunities across Customer Care Center operations. This role turns raw customer data into clear, actionable insights that guide cross-functional decisions and help elevate the overall customer experience.
The Sr. Analyst acts as a key insights partner — producing thoughtful analysis, compelling storytelling, and proactive recommendations that enhance both strategic planning and day-to-day operations.
Overall Deliverables
This content should not be construed as an exhaustive list of responsibilities or requirements. Employees may be required to perform other job-related responsibilities to help the department achieve its goals.
Responsibilities
Customer Experience Insights & Analysis:
• Analyze CSAT, NPS, and customer sentiment data across Roadside and CCC operations.
• Conduct text analytics, tagging, and VOC theme identification to surface customer pain points and service opportunities.
• Perform deep-dive assessments comparing Roadside vs. CCC experience drivers.
• Identify journey bottlenecks and operational friction points impacting customer satisfaction.
• Monitor trends in closed-loop feedback to highlight systemic issues or areas requiring stakeholder alignment.
Reporting & Executive Communication:
• Develop weekly and monthly insights dashboards and summary reports in Power BI.
• Build executive-ready narratives that connect customer sentiment to operational behavior.
• Present insights to leadership in clear, concise, and visually compelling formats.
Cross-Functional Partnership:
• The Sr. Analyst will identify and share relevant customer insights with:
• Parts
• Engineering Services
• After-Sales Business Development (ASBD)
This includes
• Highlighting product, parts, or engineering-related dissatisfaction themes.
• Supporting root cause analysis beyond CCC operations.
• Flagging recurring systemic breakdowns affecting service and retention.
Tools & Platforms:
• Use Power BI, Medallia, Genesys, Copilot, Salesforce, and internal MBUSA systems to gather, analyze, and visualize data.
• Maintain data accuracy and integrity across reporting sources.
• Support forecasting, predictive trending, or ad-hoc analysis based on business needs.
Required Qualifications
• Bachelor’s degree in Business, Analytics, Communications, Psychology, or equivalent experience.
• 2–4 years of experience in customer experience analytics, business analysis, call-center insights, or a related field.
• Proficiency in Power BI, Microsoft Copilot & AI-enabled tools
• Experience with Medallia, Salesforce, or similar CX platforms.
• Strong analytical abilities with an ability to simplify complexity.
• Excellent written and verbal communication skills.
• Strong organizational skills and ability to prioritize in a fast-paced environment.
• Demonstrated ability to work collaboratively and influence cross-functional partners.
Preferred Qualifications
• Experience in automotive, luxury, or high-expectation customer service environments.
• Familiarity with predictive analytics or VOC methodology.
• Experience with call center operations or roadside assistance operations.
• Knowledge of journey mapping or service design principles.
Competencies
• Customer-centric mindset
• Analytical and detail-oriented
• Insight storytelling & executive communication
• Collaborative partnership
• Continuous improvement focus
• Strong data literacy
Hybrid Requirement - Onsite at Sandy Springs Office