Customer Experience Ops & Insight Analyst

Follett Higher Education•Westchester, IL

10h

About The Position

Follett Higher Education is a leading educational service provider and omnichannel retailer that provides students, faculty and staff, parents, and fans with the course materials, learning tools, and retail services needed to successfully support the collegiate journey. Follett Higher Education supports over 6 million students through its 1,100 physical and 1,750 eCommerce campus stores across North America. The Customer Experience Analyst is responsible for monitoring, analyzing, and improving customer experience across retail and service channels. This role focuses on managing customer feedback and service desk ticket trends, supporting customer experience improvement initiatives, and developing KPIs, dashboards, and reporting that measure operational performance and customer satisfaction outcomes. The ideal candidate combines analytical capabilities with strong organizational and communication skills to identify root causes, recommend process improvements, and help drive consistent, high-quality customer experience.

Requirements

Bachelor's degree or equivalent in Business, Analytics, Operations, or related field preferred.
3-5 years of experience in customer experience, business analysis, retail operations, service operations, or related analytical roles.
Experience working with customer service platforms, ticketing systems, or CRM tools.
Strong analytical and problem-solving skills with the ability to interpret operational and customer data.
Excellent written and verbal communication skills.
Ability to manage multiple projects and priorities in a fast-paced environment.
Experience supporting retail, ecommerce, or omnichannel customer operations.
Familiarity with KPI development and performance management methodologies.
Experience with survey platforms, VOC (Voice of Customer) programs, or customer satisfaction analysis.

Nice To Haves

Knowledge of process improvement methodologies such as Lean or Six Sigma is a plus.

Responsibilities

Analyze customer service desk tickets, escalations, and feedback trends to identify recurring issues and operational opportunities.
Monitor customer experience metrics, including response times, resolution rates, satisfaction scores, and service quality indicators.
Conduct root cause analysis on customer pain points and partner with operational teams to recommend corrective actions.
Identify trends across channels, including in-store, ecommerce, delivery, and support interactions.
Develop and maintain customer experience dashboards, scorecards, and recurring executive reporting.
Create KPIs and operational metrics related to customer satisfaction, ticket management, fulfillment, response times, and service quality.
Track performance against established goals and communicate progress to leadership teams.
Ensure reporting accuracy, consistency, and actionable insights across departments.
Support customer experience improvement projects from planning through execution.
Collaborate with cross-functional teams, including operations, ecommerce, retail, customer service, and technology teams.
Assist in documenting workflows, service standards, and process improvements.
Measure the impact of implemented initiatives and recommend ongoing enhancements.
Review service desk workflows and identify opportunities to improve efficiency and customer responsiveness.
Help establish service level expectations and escalation procedures.
Support continuous improvement efforts related to customer issue resolution and communication standards.
Assist with audit, compliance, and operational review activities tied to customer experience programs.