Customer Experience (CX) Analyst

The Raymond Corporation•Lawrence, MA

4d•$60,000 - $80,500•Hybrid

About The Position

Abel Womack is looking for a detail-oriented, analytical, and process-minded CX Analyst to support our growing Customer Experience, Professional Services, and Managed Services programs. This is a great opportunity for someone who enjoys working with data, improving workflows, identifying trends, and helping teams make better business decisions. In this role, you will collect, organize, validate, and analyze information from multiple internal systems to support customer reporting, performance monitoring, and operational decision-making. You will also help standardize reporting procedures, improve recurring data processes, and support scalable tools and automation initiatives that allow our customer-facing teams to focus on engagement, solutions, and growth.

Requirements

Bachelor’s degree in Business Analytics, Data Analytics, Business, Information Systems, or a related field; equivalent experience may be considered.
Strong proficiency in Microsoft Excel, including formulas, sorting/filtering, pivot tables, and data organization.
Basic SQL knowledge.
Strong project management skills
Strong attention to detail and a commitment to data accuracy.
Customer-centric mindset
Strong organizational and time-management skills with the ability to manage multiple priorities.
Ability to work independently while collaborating effectively with cross-functional teams.
Strong written and verbal communication skills, including the ability to collaborate and explain findings clearly.
Comfort working with large datasets and recurring data-processing activities.
Ability to learn new software, systems, and processes quickly.
25% Travel required
Position is remote with regular travel to customer sites in New England and NY required

Nice To Haves

Experience with Power BI or another business intelligence/reporting platform.
Experience working with SQL databases or data uploads.
Experience with data visualization, dashboards, or reporting tools.
Experience in customer experience, operations, business analytics, professional services, or a related environment.
Interest in process improvement, automation, and operational efficiency.

Responsibilities

Gather data from multiple internal systems and sources.
Clean, organize, validate, and consolidate operational data used for reporting and analysis.
Perform routine data uploads and SQL-based data processing activities.
Maintain accurate and consistent datasets used to support customer reporting and business insights.
Identify data inconsistencies, gaps, and anomalies, and partner with the appropriate teams to resolve them.
Perform basic trend and performance analysis related to customer equipment, utilization, service, and operations data.
Document existing reporting and data-processing procedures.
Develop standardized, repeatable workflows for recurring analytical activities.
Identify opportunities to reduce manual work, improve efficiency, and strengthen reporting consistency.
Support the development of templates, tools, dashboards, and scalable processes as the CX, Professional Services, and Managed Services programs continue to grow.
Participate in process improvement and automation initiatives.