Analyst, CX (CX Analyst) Job Details | 2019

Bertelsmann; Easton (Northampton County); On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Customer Experience Analyst to enhance customer satisfaction through data-driven insights. In this pivotal role, you'll analyze customer feedback and operational performance to identify trends and recommend actionable improvements. Collaborating with various teams, you'll monitor key metrics and create impactful reports that drive continuous improvement. This is an exciting opportunity to make a significant impact in a dynamic environment focused on exceptional service and operational excellence. If you are passionate about customer experience and have a knack for data analysis, this role is perfect for you.

Benefits

Medical Insurance

Life Insurance

Paid Time Off

Dental Insurance

Vision Insurance

Short-term Disability

Paid Family Leave

Qualifications

• 2+ years in customer experience or data analysis roles.
• Proficiency in data analysis tools and strong communication skills.
• Knowledge of logistics and supply chain processes preferred.

Responsibilities

• Analyze customer feedback to identify trends and opportunities.
• Collaborate with teams to align insights with operational KPIs.
• Create dashboards and reports to communicate findings.

Skills

Data Analysis

Customer Experience

Communication Skills

Supply Chain Knowledge

Process Improvement

Education

Bachelor's in Business

Bachelor's in Supply Chain Management

Bachelor's in Data Analytics

Tools

Excel

SQL

Power BI

Tableau

Salesforce

SAP

Oracle

Job description

We are looking for a data-driven and customer-focused Customer Experience (CX) Analyst to join our team. In this role, you will analyze customer feedback, operational performance, and touchpoints across the supply chain to identify trends, uncover pain points, and recommend actionable insights to enhance the end-to-end customer experience. Your work will directly contribute to building stronger partnerships, improving satisfaction, and driving continuous improvement across the organization.

YOUR TASKS

• Analyze quantitative and qualitative customer feedback (e.g., surveys, NPS, CSAT, support tickets, call logs) to identify trends, root causes, and opportunities for improvement.

• Monitor key CX metrics across the customer journey—onboarding, fulfillment, issue resolution, and account management.

• Collaborate with operations, account management, and IT teams to align customer insights with operational KPIs (e.g., OTIF, order accuracy, inventory visibility).

• Create and deliver dashboards, reports, and presentations that clearly communicate insights and recommended actions to stakeholders.

• Conduct journey mapping and voice-of-customer (VoC) research to evaluate friction points and drive process improvements.

• Support the design and execution of initiatives to improve customer satisfaction and loyalty, such as service recovery programs, training, and technology enhancements.

• Work with CX leadership to define customer segmentation strategies and personalize service approaches based on customer needs and behaviors.

• Stay current on CX trends, tools, and best practices in the supply chain and logistics space.Any additional tasks that may be assigned to ensure an efficient, safe, clean, and goal-oriented work environment

• This job description is not intended to be a comprehensive list of duties and responsibilities, the Company reserves the right to change or modify the job description at any time, with or without notice.

YOUR PROFILE

• Bachelor's degree in Business, Supply Chain Management, Data Analytics, or a related field.

• 2+ years of experience in customer experience, data analysis, supply chain operations, or a similar role.

• Proficiency in data analysis tools (Excel, SQL, Power BI, Tableau, etc.).

• Strong communication and storytelling skills—able to translate data into insights and action.

• Knowledge of logistics and supply chain processes is strongly preferred.

• Passionate about delivering exceptional customer service and continuous improvement.

• Comfortable working cross-functionally and influencing without authority.

• Familiarity with CRM and ERP systems (e.g., Salesforce, SAP, Oracle).

• Lean Six Sigma or process improvement certification is a plus.

WE OFFER

• Medical and Life insurance

• Paid Time Off, including paid holidays.

• Voluntary benefits such as Dental, Vision, and Gap insurance, short-term disability, paid family leave, accident insurance, critical illness and cancer insurance.