Customer Experience Analyst

Cascade Dafo Inc • Ferndale, WA

3h • $39 - $51 • Onsite

About The Position

Cascade Dafo is currently hiring a full-time Customer Experience Analyst at our Ferndale facility. This position supports the design, implementation, and continuous improvement of customer experience programs and initiatives to deliver a best-in-class customer journey. This role uses data management and analytics tools to collect, analyze, and interpret customer behavior, feedback, and sentiment, turning insights into actionable recommendations that support business and customer experience goals.

Requirements

• Bachelor’s degree in Business, Marketing, Analytics, Customer Experience, Communications, or a related field, or an equivalent combination of education and experience.
• 4–6 years of experience in customer experience, data analysis, business analytics, marketing analytics, or a related role.
• Demonstrated experience developing dashboards, recurring reports, and data-driven insights used by management or cross-functional teams.
• Experience working with CRM systems and data reporting tools.
• Proficiency with Microsoft Excel and standard business software applications.
• Experience maintaining accurate documentation, reports, and databases.
• Strong written and verbal communication skills.
• Ability to collect, analyze, and interpret customer experience and business data, identify trends and insights that support decision-making.
• Working knowledge of customer experience measurement methods, including surveys and feedback tools.
• Ability to collaborate effectively with cross-functional teams and maintain positive working relationships.
• Ability to read, write, and communicate effectively in English to analyze data, prepare reports and presentations, and collaborate with internal stakeholders.
• Ability to sit for extended periods while working at a computer; occasional standing, walking, bending, or reaching may be required.
• Ability to use standard office equipment, including a computer, keyboard, mouse, and telephone.

Nice To Haves

• Experience supporting organization-wide customer experience or customer journey initiatives, preferred.
• Familiarity with analytics, survey, or visualization tools (e.g., Power BI, Tableau, Google Analytics, Qualtrics, or similar platforms), preferred.
• Familiarity with basic SEO/SIO concepts and digital customer behavior metrics, preferred.

Responsibilities

• Research customer experience best practices and develop metrics, methodologies, and tools to collect and analyze customer data and feedback.
• Design and draft surveys, questionnaires, polls, and other customer feedback instruments.
• Create dashboards, reports, and visualizations to analyze customer experience metrics and trends across multiple data sources.
• Collaborate with cross-functional teams to support and advance end-to-end customer experience goals, programs, and initiatives.
• Monitor industry trends and competitive activity, including pricing strategies, product offerings, sales performance, and competitor turnaround times (TAT).
• Track customer sales activity and product mix to identify trends, risks, and opportunities for improvement.
• Monitor high-level Search Engine Optimization (SEO) and Search Intent Optimization (SIO) trends as they relate to customer experience and report findings to appropriate internal teams.
• Analyze website and digital touchpoint performance to understand customer behavior and recommend experience improvements aligned with SEO/SIO insights.
• Maintain current knowledge of industry and business trends through engagement with professional organizations, suppliers, customers, competitors, and other relevant sources.
• Research and compile data related to customer demographics, product mix, interests, and demand drivers; analyze findings to identify opportunities to enhance the customer experience.
• Develop, document, and support standardized customer onboarding processes.
• Prepare and deliver reports and presentations of findings to management and executive leadership, including recurring sales and customer experience reports.
• Provide scheduling support, documentation preparation, resource coordination, and other administrative support for customer experience initiatives and projects.
• Maintain and update the customer relationship management (CRM) database to ensure data accuracy and integrity.

Benefits

• Competitive Wages: Expected starting wage for this position is: $38.92-$42.10 per hour, DOE. Full wage range for this role is: $38.92- $51.29 per hour.
• Profit Sharing: Cascade team members are awarded profit sharing bonuses each quarter. By sharing in the profits, our team members feel a sense of ownership; they reap the benefits of their hard work. In 2025, profit sharing would have added an average of $4.25 per hour to this position's compensation.
• Healthcare Benefits: We provide medical, dental, and vision insurance to our full-time team members. We offer a QHDHP with employer HSA contribution or a traditional PPO plan; with two different medical plans to choose from, our team members find a plan that best fits their needs. Because healthcare is so important, Cascade will share the cost of medical benefits with you.
• Time Off: We believe our teams need time off to spend with friends and family. From your first day of work you’ll be earning PTO. PTO hours earned increase with seniority, starting with 2 weeks of PTO within your first year. Our holidays schedule allows for rest time as well; we have a minimum of 10 paid holidays allowing you to relax and make memories with your friends and family.
• 401(k): Cascade offers traditional and ROTH 401k plan(s) to you after 90 days of employment. We fund a company match (up to 4%) per payroll and a 401(k) end of year profit sharing contribution.
• Additional Benefits: We provide our team members with short/long term disability and life insurance and an EAP program.
• A Great Atmosphere: When you join our team, you’ll find yourself in a caring, fun atmosphere. Our leadership is here to support and guide you; we want you to feel welcome, acknowledged, and appreciated. As for fun, we may spontaneously host a pancake breakfast or holiday themed party. We also love to celebrate birthdays and honor our team members’ service to the company, both with cash prizes!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level