Sr Customer Experience Analyst

US11 Electrolux Consumer Products, Inc; United States; Hybrid; USD 85,000 - 110,000; Full time

Benefits offered by this job

Discounts on Electrolux products

Family-friendly benefits

Insurance policy plan

Extensive learning opportunities

Job summary

Electrolux Consumer Products, Inc. in Charlotte, NC is seeking a Senior Analyst, Customer Experience to drive service excellence. You will leverage data, analytics, and cross-functional collaboration to optimize order execution and customer outcomes across North America.

The role requires strong analytical and communication skills, with a focus on influencing stakeholders and delivering cost-saving improvements. Hybrid work is offered with key partnerships across CX, Supply Chain, and Sales.

Qualifications

• Bachelor's degree required.
• 3+ years in customer experience, supply chain, logistics, transportation, operations, or analytics.
• Experience turning data into actionable business recommendations.
• Proficient with Excel, Power BI, Tableau, SAP or similar systems.
• Demonstrated ability to lead cross-functional projects in a fast-paced environment.

Responsibilities

• Serve as SME for Container Direct Program with North American and global stakeholders.
• Manage program requirements including MOQ, product mix, and lead-time compliance.
• Analyze transport and CX data to identify cost savings and service improvements.
• Develop recommendations to drive customer adoption and profitability.
• Resolve issues with Transportation, Supply Chain, Sales, and Sourcing teams.
• Create dashboards and metrics on service, transport, and on-time delivery.
• Monitor vendor/customer requirements and support corrective actions.
• Provide insights to leadership for decisions and continuous improvement.

Skills

Customer experience

Data analysis

Cross-functional collaboration

Stakeholder management

Education

Bachelor's degree

Tools

Excel

Power BI

Tableau

SAP

Job description

Job Description Join us to create change and have an impact in homes around the world. At Electrolux, a leading global appliance company, we strive every day to shape living for the better for our consumers, our people, and our planet. We share ideas and collaborate so that together, we can develop solutions that deliver enjoyable and sustainable living. Come join us as you are. We believe diverse perspectives make us stronger and more innovative. In our global community of people from 100+ countries, we listen to each other, actively contribute, and grow together.

Where you’ll be:

This position will be based in the Charlotte, NC HQ; hybrid work policy model.

All About the Role:

The Senior Analyst, Customer Experience plays a critical role in supporting North American customer operations by leveraging data, analytics, and cross-functional collaboration to drive service excellence and operational performance. This position serves as a key partner across Customer Experience, Supply Chain, Transportation, Sales, and Global Sourcing teams to optimize order execution, improve customer outcomes, and identify opportunities for process improvement and cost savings. The ideal candidate is a proactive and customer-focused problem solver with strong analytical capabilities, excellent communication skills, and the ability to influence stakeholders across a complex organization. This role requires balancing strategic analysis with day-to-day execution to deliver solutions that enhance customer satisfaction, operational efficiency, and business results.

Key Responsibilities:

• Serve as the subject matter expert for the Container Direct Program, partnering with North American and global stakeholders to support program execution.
• Manage container program requirements, including minimum order quantities (MOQ), product mix requirements, and lead-time compliance.
• Analyze transportation and customer experience data to identify opportunities for cost reduction, service improvements, and operational efficiencies.
• Develop recommendations that support customer adoption of direct container programs while improving service performance and profitability.
• Resolve customer, delivery, and operational issues through collaboration with Transportation, Supply Chain, Sales, and Sourcing teams.
• Create and maintain reports, dashboards, and performance metrics related to service, transportation, and on-time delivery.
• Monitor compliance with customer-specific requirements and support corrective actions when performance gaps are identified.
• Provide analysis and insights to support leadership decision-making, continuous improvement initiatives, and business planning efforts.

Minimum Qualifications

• Bachelor's degree
• 3+ years of experience in customer experience, supply chain, logistics, transportation, operations, or business analytics.
• Experience analyzing data and translating findings into actionable business recommendations.
• Proficiency with reporting and analytical tools such as Excel, Power BI, Tableau, SAP, or similar business systems.
• Demonstrated ability to manage cross-functional projects and support operational improvement initiatives in a fast-paced environment.

Benefits highlights:

• Discounts on our award-winning Electrolux products and services
• Family-friendly benefits
• Insurance policy plan
• Extensive learning opportunities and flexible career path

Find more on: Electrolux Group North America: https://www.linkedin.com/company/electrolux/life/northamerica/ Electrolux Group Careers: https://career.electroluxgroup.com/global/en

Please be advised that we are unable to offer visa sponsorship for this position at this time.

Electrolux Consumer Products, Inc. is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status. If you need assistance or an accommodation during the application process because of a disability, it is available upon request through [e-mail]. #LI-OG1

Electrolux Group is a leading global appliance company that has shaped living for the better for more than 100 years. We reinvent taste, care and wellbeing experiences for millions of people, always striving to be at the forefront of sustainability in society through our solutions and operations. Under our group of leading appliance brands, including Electrolux, AEG and Frigidaire, we sell household products in around 120 markets every year. In 2023 Electrolux Group had sales of SEK 134 billion and employed 45,000 people around the world. For more information go to www.electroluxgroup.com.