CUSTOMER EXPERIENCE ANALYST

Wild Fork Foods•Doral, FL

About The Position

Customer Experience Analyst – Insights/WoW Community Engagement Built on the purpose of nourishing a better life, Wild Fork is transforming the way we shop for and consume protein. By controlling every step of the process from farm to fork, we offer the highest quality meat and seafood at the most affordable prices. As a rapidly growing omnichannel brand, we are committed to delivering exceptional customer experiences across all touchpoints. We are seeking a Customer Experience Analyst who is deeply curious about customers and passionate about improving how they experience our brand. This role is more than reporting — it is the voice of the customer within Wild Fork. In a protein-led retail business where trust, clarity, and habit drive loyalty, this role ensures customer feedback is continuously captured, translated into insight, and activated into measurable experience improvements. The ideal candidate naturally asks “why” behind trends, connects patterns across store and digital journeys, and proactively identifies friction points before they impact retention. You will help build a true Customer for Life culture by ensuring insights directly influence service quality, operational excellence, and long-term growth.

Requirements

Deep intellectual curiosity about customer behavior and a strong instinct to ask “why” behind trends and feedback
Proven ability to act as the voice of the customer and influence cross-functional teams to improve experience and retention
Experience analyzing customer feedback, support trends, and operational data to generate actionable insights
Minimum 2 years of experience with customer journey mapping and service design principles to identify friction points
Strong understanding of customer experience KPIs (NPS, CSAT, refund rates, AHT, resolution metrics, retention indicators)
Proficiency with CRM platforms, ticketing systems, and analytics tools (e.g., Freshdesk, Qlik, Power BI)
Excellent verbal and written communication skills, with the ability to translate complex findings into clear recommendations
Strong problem-solving skills including root cause analysis and issue trend identification
Passion for retail and food experiences, with an appreciation for how customers shop, cook, and plan meals
Adaptability to evolving customer expectations and omnichannel service environments

Nice To Haves

Bilingual or multilingual abilities (preferred)

Responsibilities

Maintain and optimize customer experience databases supporting surveys, reports, research, and NPS dashboards
Manage daily Net Promoter Score (NPS) programs across platforms (Solucx, Freshdesk, Yotpo) to ensure full coverage of customer touchpoints
Integrate and validate data across systems to ensure accuracy, consistency, and real-time leadership visibility
Build and maintain automated dashboards to monitor NPS, SAC performance, refund trends, and emerging issues
Identify recurring themes in customer feedback (pricing clarity, product quality, variable weight understanding, store experience, digital friction)
Deliver regular NPS and customer sentiment reporting segmented by channel (App, Website, Store, Commercial, Pricing, Quality)
Translate feedback into clear, actionable insights tied to business KPIs such as repeat rate, refund rate, retention, and satisfaction
Conduct root cause analysis on refunds, discounts, and recurring service issues, recommending corrective action plans
Serve as the internal advocate for customers by bringing insight into cross-functional discussions and decision-making
Manage daily engagement across Unlimited, Google, Yelp, and other platforms with timely, empathetic responses
Protect and strengthen brand reputation by maintaining a consistent tone of voice aligned with the brand values
Escalate high-impact or sensitive issues and ensure proper resolution tracking and feedback loops
Identify reputation trends and proactively recommend improvements to customer communication and experience
Act as a customer-first transformation agent, identifying friction points across store and digital journeys
Partner with Operations, Marketing, Product, and Customer Service teams to implement measurable improvements
Track the impact of experience enhancements on loyalty, repeat behavior, and satisfaction metrics
Continuously refine workflows and reporting to improve organizational responsiveness to customer needs