CX Analyst

Ingram Micro Philippines BPO LLC; Philippines; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Ingram Micro Philippines BPO LLC is seeking a Customer Experience Analyst to serve as the analytical backbone for the Platform Services & Support organization, turning customer and operational data into actionable insights. You will build and maintain CX dashboards, analyze customer behavior across channels, monitor CXKPIs like CSAT and CES, and present data stories to leadership.

Collaborate with Journey Leads to quantify improvements and drive business impact in a fast-moving global

Qualifications

• 4+ years of experience in analytics, business intelligence, customer insights, or operations analytics.
• Hands-on experience with SQL and data visualization tools (Power BI, Tableau, Qlik).
• Ability to translate complex data into clear stories for technical and non-technical audiences.
• Experience with predictive analytics or NLP is helpful but not required.

Responsibilities

• Building and maintaining CX dashboards and recurring reporting for PSS leadership.
• Analyzing customer behavior, support trends, and journey performance across channels.
• Monitoring and interpreting CX and support KPIs (CSAT, CES, MTTR, escalations).
• Identifying predictive risk indicators and friction points.
• Supporting executive reporting, QBRs, and business reviews with data storytelling.
• Partnering with Journey Leads and cross-functional teams to quantify improvements and business impact.

Skills

SQL

Data storytelling

Cross-functional collaboration

Analytical thinking

Predictive analytics (helpful)

Tools

Power BI

Tableau

Qlik

Job description

About the role

As a Customer Experience Analyst, you serve as the analytical backbone for the Platform Services & Support (PSS) organization, transforming customer, operational, and behavioral data into insights that improve both customer outcomes and operational performance.

Key responsibilities

• Building and maintaining CX dashboards and recurring reporting to support PSS leadership and stakeholders
• Analyzing customer behavior, support trends, and journey performance across channels
• Monitoring and interpreting key CX and support KPIs, including CSAT, CES, MTTR, escalations, and repeat contacts
• Identifying predictive risk indicators, customer friction points, and emerging experience trends
• Supporting executive level reporting, QBRs, and business reviews with clear data storytelling
• Partnering with Journey Leads and cross functional teams to quantify experience improvements and business impact

About you

• Around 4+ years of experience in analytics, business intelligence, customer insights, or operations analytics
• Hands on experience with SQL and data visualization tools such as Power BI, Tableau, or Qlik
• Ability to translate complex data into clear, compelling stories for technical and non technical audiences
• Experience with predictive analytics, text analytics, or NLP is helpful, but not required—we support continuous learning
• Comfort working cross functionally in a fast moving, global environment

About us

We're Ingram Micro—a people first technology partner reaching nearly 90% of the world's population. As a leading company in the global information technology ecosystem, we connect technology manufacturers and cloud providers with business to business technology experts worldwide. Our unmatched market reach, diverse portfolio, and digital platform, Ingram Micro Xvantage™, set us apart as we continue redefining distribution. The Platform Services & Support (PSS) organization is central to delivering seamless, high quality customer experiences across Ingram Micro's platform first ecosystem.