Customer Experience Analyst 1

About the role

HNI Corporation is a global family of brands for the workplace and home dedicated to enhancing the spaces where we live, work, and gather. We pride ourselves on fostering an environment where we make a positive impact on others; upholding our beliefs in integrity, inclusion and belonging.

What We Need

The Customer Experience Analyst 1 is responsible for sourcing, analyzing, and presenting data to support decision-making. This role will improve order and material flow, assist in developing sustainable processes and tools for member performance transparency, create basic forecasting models for work volume, and support the development of departmental reporting and data visibility.

What You Will Do

• Independently analyze case or order data to identify service improvement opportunities and trends, develop advanced tools to effectively articulate business processes to both internal and external stakeholders.
• Lead the collection, processing, and analysis of data to generate informed decisions and reports, ensuring enhanced data integrity and program quality across diverse platforms.
• Spearhead the documentation and refinement of processes, significantly improving the functionality of data source tools, reports, and dashboards to drive continuous enhancement of customer experience.
• Participate with cross-functional teams to actively identify and scope key initiatives aimed at optimizing service performance and enhancing overall customer satisfaction.
• Manage the deconstruction of complex problems. Lead discussions and employ advanced problem-solving approaches to address large-scale issues efficiently and effectively.
• Lead and oversee the organization, planning, and project management of initiatives. Set clear expectations, ensure accountability, and provide detailed progress reports to senior organizational leaders.
• Drive comprehensive change initiatives from inception through completion. Taking charge of presenting technical and non-technical information and delivering training sessions to users at all levels of the organization.

Qualifications

• High school diploma or equivalent required. Associate's degree in Finance, Business Administration, or related field preferred.
• At least 1 year of relevant experience required; 2 years of experience preferred.

Skills

• Basic understanding of customer-facing operations and business processes.
• Experience with customer support systems such as Excel and Power BI.
• Clear written and verbal communication skills.
• Strong problem-solving mindset and attention to detail.
• Ability to work both independently and collaboratively.
• Willingness to learn systems, tools, and organizational processes.