Customer Experience Ops & Insight Analyst

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.
• Aid in audit, compliance, and operational review activities tied to customer experience programs.

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