Customer Experience Insights Analyst

Altium Packaging•Atlanta, GA

1d•Onsite

About The Position

The CX Insights Analyst plays a critical role in transforming customer and operational data into actionable insights that drive measurable business outcomes. This role supports the Customer Experience organization by building reporting infrastructure, creating advanced dashboards, and analyzing performance across Customer Service, eCommerce, seller operations, and plant adherence. The CX Insights Analyst will partner cross-functionally to quantify the value of CX Initiatives, identify opportunities for improvement, and support data-driven decision making across the organization. This role is ideal for an analytical, detail-oriented professional eager to grow in business intelligence, automation, and strategic CX reporting.

Requirements

Bachelor’s degree in Business, Analytics, Information Systems, or related field
At least 2 years of experience in Power BI (DAX, dashboard design, data modeling)
Strong Excel skills
Analytical mindset with ability to synthesize large datasets into insights
Strong attention to detail and data accuracy
Effective communication skills with both technical and non-technical stakeholders

Nice To Haves

Experience with Business Objects
Experience working with CRM systems (especially Dynamics 365 or Oracle Fusion)
Understanding of customer experience metrics (NPS, churn, retention, etc)
Basic understanding of automation processes and data workflows

Responsibilities

CX Business Intelligence & Reporting Design, build, and maintain Power BI and Business Objects reports that deliver actionable insights.
Develop dashboards that quantify the value delivered by the CX organization
Translate business questions into clear KPIs and data visualizations
Ensure data accuracy and alignment across systems including CRM, Medallia, Call Center, and eCommerce platforms
Develop comprehensive reporting to measure productivity and quality of Customer Service Representatives, including: Ticket volume & closure rate Calls answered Error/entry accuracy metrics Efficiency indicators
Build seller performance scorecards to track compliance and operational effectiveness
Create plant compliance scorecards to measure adherence to SOPs
Develop customer churn dashboards identifying at-risk segments and actionable prevention insights
Create eCommerce dashboards providing segmentation analysis and growth opportunities
Analyze customer behavior trends and purchasing patterns
Support CX strategy through cohort analysis and retention reporting
Design and implement an automated process for managing and reporting bounceback data from mass customer emails
Improve repeatability and automation of recurring reports
Pull and maintain datasets within CRM to ensure data consistency and usability
Support light administrative data management tasks as needed
Collaborate with CX leaders, Customer Service management, Sales, Operations, and IS to gather reporting requirements
Present findings and explain trends in a clear and business-friendly manner
Help business leaders understand what actions to take – and why - based on insights
Reasonable mandatory overtime may be required due to business needs.