CX Analytics Specialist

Ingram Micro Philippines BPO LLC

Manila

On-site

PHP 600,000 - 1,200,000

Full time

3 days ago

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Job summary

Ingram Micro Philippines BPO LLC is seeking a Customer Experience Analyst (Professional, Business Analysis) to transform customer and operational data into insights that improve CX and operational performance. The role focuses on building CX dashboards, analyzing behavior and trends, and monitoring key metrics across channels for leadership and cross-functional partners.

The ideal candidate has 4+ years of analytics experience, strong SQL skills, and proficiency with Power BI/Tableau/Qlik to

Qualifications

4+ years of experience in analytics, business intelligence, customer insights, or operations analytics.
Hands-on experience with SQL and data visualization tools.
Ability to translate complex data into clear, compelling stories for technical and non-technical audiences.

Responsibilities

Build and maintain CX dashboards and recurring reporting for PSS leadership and stakeholders.
Analyze customer behavior, support trends, and journey performance across channels.
Monitor and interpret CX KPIs such as CSAT, CES, MTTR, escalations, and repeat contacts.
Identify predictive risk indicators, customer friction points, and emerging experience trends.
Support executive-level reporting, QBRs, and business reviews with data storytelling.
Partner with Journey Leads and cross-functional teams to quantify improvements and impact.