CX (Customer Experience) Analyst

Ingram Micro Philippines BPO LLC; Manila; On-site; PHP 600,000 - 1,200,000; Full time

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.

Skills

SQL

Data storytelling

Tools

Power BI

Tableau

Qlik

Job description

It's fun to work in a company where people truly BELIEVE in what they're doing! Job Description: Transform Customer Data Into Action

Be Part of How We Redefine Customer Experience

Who We Are

Join the business behind the world’s brands. 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.

How Our Team Works

Collaboration at the heart of innovation. The Platform Services & Support (PSS) organization is central to delivering seamless, high‑quality customer experiences across Ingram Micro’s platform‑first ecosystem. Our Customer Experience (CX) team partners closely with product, support operations, journey leads, and leadership to translate customer signals into meaningful improvements. Together, we focus on clarity, accountability, and continuous improvement—because it works when we work together.

Our Values in Action

We shape the future with cutting‑edge technology while fostering a culture built on: Collaboration and trust Data‑driven decision‑making Continuous learning and improvement A shared commitment to better customer outcomes.

What You’ll Do as the CX Analyst (Professional, Business Analysis)

Your role in making an impact. As a Customer Experience Analyst, you serve as the analytical backbone for PSS organization, transforming customer, operational, and behavioral data into insights that improve both customer outcomes and operational performance.

Key responsibilities include:

• 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

What You Bring to the Role - Your strengths, our vision.

We’re looking for someone who combines strong analytical capability with a passion for customer experience.

What would make a great fit:

• 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

With us, you’ll make technology happen in surprising ways. It’ll be a fun journey!

It’s no surprise that technology powers the planet. But what might surprise you is that Ingram Micro has the ability to reach more than 90% of the global population. By joining us, you make Ingram Micro’s contribution a reality: helping businesses grow, supporting industries from healthcare to education with their technology, or even connecting the world.

What’s in it for you?

Well, we take great care of our people, everyone is made to feel welcome, and opportunities to grow apply to all. But the prospect of shaping the future through technology is something you’re unlikely to find anywhere else.

Let’s shape tomorrow.