Customer Insights Analyst

Customer Insights Analyst

As the fastest-growing distributor of restaurant equipment, HVAC and residential appliance parts, we like to do things a little differently. First, you need to understand and demonstrate our Core Values with safety being your first priority. That's key. But we're also looking for unique enthusiasm, high integrity, courage to embrace change…and if you know a few jokes, that puts you on the top of our list!

Do you have a genius-level knowledge of original equipment manufacturer parts? If not, no problem! We're more interested in passionate people with fresh ideas from different backgrounds. That's what keeps us at the top of our game. We're proud that our workplace has been recognized for its growth and innovation on the Inc. 5000 list 15 years in a row and the Crain's Fast 50 list ten times. We are honored to be voted by our Chicagoland team as a Chicago Tribune Top Workplace for the last four years.

If you're ready to roll up your sleeves, go above and beyond and put your ambition to work, all while having some fun, let's chat – Apply Today!

The Customer Insights Analyst plays a key role in advancing Parts Town's Voice of the Customer (VoC) program by transforming customer feedback and operational data into actionable insights that improve the customer experience and inform business decisions.

This role includes hands-on ownership of the company's CX listening platform, supporting listening program design, dashboard development, and system integrations that connect customer feedback with operational data. The role works closely with the Voice of Customer Program leaders and cross-functional partners to ensure feedback programs generate meaningful insights and measurable improvements.

Success in this role requires strong data storytelling skills. The Senior Customer Insights Analyst must be able to translate complex customer feedback and operational data into clear narratives that explain what is changing, why it matters, and what actions the business should consider.

The ideal candidate brings hands-on experience administering CX platforms, analyzing customer feedback, and translating insights into meaningful business recommendations. Experience with platforms such as the Qualtrics XM Platform, Medallia Experience Cloud, Sprinklr, Zendesk, CustomerGauge, or similar Voice of Customer technologies is highly valuable.

A Typical Day

• Administer and optimize the company's CX platform (Qualtrics), including user access, configuration, and governance.
• Design and manage omnichannel listening programs across web, mobile app, email, chat, and SMS to capture feedback throughout the customer journey.
• Build and maintain role-based dashboards and reporting that translate customer feedback into actionable insights for leaders and operational teams.
• Analyze customer feedback and operational data to identify trends, pain points, correlations, and key drivers of customer satisfaction.
• Interpret data to explain what is changing, why trends are occurring, and what the findings mean for the customer experience and the business.
• Develop clear insights narratives and reporting that help stakeholders understand what the data is telling us, what is different from prior trends, and where improvement opportunities exist.
• Support integrations between CX platforms and operational systems such as Salesforce and Qlik to enable deeper analysis and a more complete customer view.
• Implement text analytics and sentiment analysis to surface emerging themes and prioritize improvement opportunities.
• Establish and maintain closed-loop feedback workflows, including triggers, alerts, and follow-up processes.
• Partner with cross-functional teams to ensure customer insights drive measurable improvements in customer experience and business performance

To Land This Opportunity

• You have 3+ years' years of experience in customer insights, Voice of Customer (VoC), customer experience (CX), or market research roles.
• You have hands-on experience configuring and managing customer feedback platforms (such as Qualtrics, Medallia, Sprinklr, Zendesk, CustomerGauge, or similar), including survey setup, dashboard development, and workflow or automation features.
• You love analyzing customer feedback and behavioral data to identify trends, root causes, and improvement opportunities.
• You have the ability of building dashboards and reporting that translate data into actionable insights for business stakeholders.
• Demonstrated ability to translate customer feedback and operational data into clear insights and business narratives that explain what trends mean for the customer experience and the organization.
• You thrive on data storytelling and presentation skills, including the ability to communicate insights to non-technical stakeholders.
• Familiarity working with CRM, analytics, or BI platforms such as Salesforce, Qlik, Tableau, or Power BI.
• You have strong analytical, problem-solving, and critical thinking skills.
• You can manage multiple projects and deliver accurate, well-structured work on deadline.

Preferred Qualifications

• Direct experience administering the Qualtrics XM Platform.
• Experience implementing text analytics, sentiment analysis, or theme detection within customer feedback programs.
• Experience integrating CX feedback data with operational or transactional systems.
• Experience supporting closed-loop feedback programs and tracking CX improvement initiatives.
• Experience working in eCommerce, service operations, or customer support environments.
• Experience developing executive-ready insights reports or CX summaries that translate customer feedback into business implications and recommended actions.

About Your Future Team

Our Marketing team is an eclectic bunch who like to have fun and eat (we are in the foodservice space after all). If you have a wealth of knowledge of pop culture, you like sci-fi or can bake a mean chocolate chip cookie, you'll fit in just fine…

At Parts Town, we value transparency and are committed to ensuring our team members feel appreciated and supported. We prioritize our positive workplace culture where collaboration, growth, and work-life balance are celebrated. The salary range for this role is $72,617.47 – $94,301.86 annually which is based on including but not limited to qualifications, experience, and geographical location. Parts Town is a pay-for-performance company. In addition to base pay, some roles offer a profit-sharing program, and an annual bonus depending on the role. Our comprehensive benefits package includes health, dental and vision insurance, 401(k) with match, employee assistance programs, paid time off, paid sick time off, paid holidays, paid parental leave, and professional development opportunities.

Parts Town welcomes diversity and as an equal opportunity employer all qualified applicants will be considered regardless of race, religion, color, national origin, sex, age, sexual orientation, gender identity, disability or protected veteran status.