Senior Customer Experience Data Analyst

Role Description

The Senior Customer Experience Data Analyst supports OnTrac’s Customer Control Tower by delivering reporting, analysis, and actionable insights that improve customer experience and operational performance. This role partners closely with Operations, Customer Experience, and Control Tower leadership to:

• Monitor performance
• Support escalations
• Identify risks and trends
• Create customer-facing reporting for business reviews, white glove programs, and strategic customer initiatives

Success in this role combines strong data capability with a customer-focused mindset, helping teams understand what is happening, where risks are emerging, and what actions can improve service outcomes.

Qualifications

• 5+ years in analytics, business intelligence, or operations analysis, preferably in warehouse fulfillment, logistics, supply chain, e-commerce, or a similar environment
• Expert-level ability to build insights using large, complex data sets
• Strong SQL skills with the ability to pull, validate, and interpret operational data
• Familiarity with warehouse systems and operational event data, including WMS scan events, exception codes, labor tracking, and station performance

Requirements

• Develop Control Tower reporting:
• Build and maintain daily, weekly, and monthly reporting for escalations, performance metrics, customer-level insights, and Control Tower operations.
• Support customer-facing materials:
• Prepare reporting and analysis for MBRs, QBRs, white glove programs, and other customer touchpoints, ensuring accuracy and clear storytelling of operational performance.
• Enable real-time monitoring:
• Partner with Control Tower Managers to support escalation tracking, accurate data capture, timely updates, and active issue support through relevant operational insights.
• Analyze customer performance:
• Review performance for top customers, growth accounts, churn-risk customers, and high-priority initiatives to identify trends, risks, and improvement opportunities.
• Maintain reporting accuracy:
• Ensure consistency and accuracy across dashboards, reports, and customer-facing materials.
• Improve reporting processes:
• Identify data gaps and opportunities to strengthen Control Tower reporting, monitoring, and visibility.
• Surface trends and root causes:
• Use available data to identify recurring issues, operational trends, root causes, risks, and opportunities for Control Tower leadership.

Benefits

• Medical, dental, and vision insurance
• Life and short- and long-term disability coverage
• 401(k) retirement savings plan with company match
• Flex vacation in states other than CA, CO, IL, MA, MT, and NE, with accruals up to 96 hours for first year of employment with tenure-based increases up to 160 hours
• Two (2) floating holidays per year
• Paid sick leave*
• Six (6) paid company holidays
• Two (2) weeks paid pregnancy disability leave, four (4) weeks paid parental bonding leave
• Additional wellness and employee assistance programs

Benefits eligibility and offerings are subject to the terms and conditions of the applicable plans and company policies.