Customer Excellence Sr Analyst

Customer Experience Sr. Analyst

Sandy Springs, GA - HYBRID 12 Months Pay: $25 per hour

The interview will focus on your experience with customer experience analytics, Voice of Customer (VOC) insights, Power BI reporting, and your approach to translating customer sentiment into actionable recommendations. You'll also have the opportunity to discuss how you've partnered with cross-functional teams to drive customer-centric improvements. The conversation will last approximately 45 minutes and will be conducted virtually.

Job Overview

The Customer Experience Sr. Analyst supports the Client Customer Care Center by analyzing customer sentiment, CSAT scores, and Voice-of-Customer (VOC) feedback to identify trends and improvement opportunities across Customer Care Center operations. This role turns raw customer data into clear, actionable insights that guide cross-functional decisions and help elevate the overall customer experience. The Sr. Analyst acts as a key insights partner producing thoughtful analysis, compelling storytelling, and proactive recommendations that enhance both strategic planning and day-to-day operations.

Overall Deliverables

This content should not be construed as an exhaustive list of responsibilities or requirements. Employees may be required to perform other job-related responsibilities to help the department achieve its goals.

Responsibilities

• Customer Experience Insights & Analysis:
• Analyze CSAT, NPS, and customer sentiment data across Roadside and CCC operations.
• Conduct text analytics, tagging, and VOC theme identification to surface customer pain points and service opportunities.
• Perform deep-dive assessments comparing Roadside vs. CCC experience drivers.
• Identify journey bottlenecks and operational friction points impacting customer satisfaction.
• Monitor trends in closed-loop feedback to highlight systemic issues or areas requiring stakeholder alignment.
• Reporting & Executive Communication:
• Develop weekly and monthly insights dashboards and summary reports in Power BI.
• Build executive-ready narratives that connect customer sentiment to operational behavior.
• Present insights to leadership in clear, concise, and visually compelling formats.
• Cross-Functional Partnership:
• The Sr. Analyst will identify and share relevant customer insights with:
• Parts
• Engineering Services
• After-Sales Business Development (ASBD)
• This includes highlighting product, parts, or engineering-related dissatisfaction themes.
• Supporting root cause analysis beyond CCC operations.
• Flagging recurring systemic breakdowns affecting service and retention.
• Tools & Platforms:
• Use Power BI, Medallia, Genesys, Copilot, Salesforce, and internal MBUSA systems to gather, analyze, and visualize data.
• Maintain data accuracy and integrity across reporting sources.
• Support forecasting, predictive trending, or ad-hoc analysis based on business needs.

Qualifications

Required:

• Bachelor's degree in Business, Analytics, Communications, Psychology, or equivalent experience.
• 24 years of experience in customer experience analytics, business analysis, call-center insights, or a related field.
• Proficiency in Power BI, Microsoft Copilot & AI-enabled tools.
• Experience with Medallia, Salesforce, or similar CX platforms.
• Strong analytical abilities with an ability to simplify complexity.
• Excellent written and verbal communication skills.
• Strong organizational skills and ability to prioritize in a fast-paced environment.
• Demonstrated ability to work collaboratively and influence cross-functional partners.

Preferred:

• Experience in automotive, luxury, or high-expectation customer service environments.
• Familiarity with predictive analytics or VOC methodology.
• Experience with call center operations or roadside assistance operations.
• Knowledge of journey mapping or service design principles.

Competencies

Customer-centric mindset, Analytical and detail-oriented, Insight storytelling & executive communication, Collaborative partnership, Continuous improvement focus, Strong data literacy