Data Analyst, Customer Experience

BUILD A BETTER CAREER WITH MSC

Serving customers and our community starts with the best people doing their best work. That is precisely what we have created at MSC Industrial Supply Co. We are a leading North American distributor of metalworking and maintenance, repair, and operations (MRO), products and services. We offer more than 2 million products and have over 80 years of experience across dozens of industries. We aim to execute our Built to Make You Better brand promise for all our stakeholders, including our associates.

Requisition ID :20315

Employment Type : Full Time

Job Category : Customer Service/Support

Work Location : Davidson, NC (CSC)

* Position can be located out of Davidson NC, Atlanta GA, Elkhart IN, Hanover Park IL, Jonestown PA, Fernley NV or Southfield MI

BRIEF POSITION SUMMARY:

The Customer Experience Data Analyst is responsible for transforming customer feedback, interaction data, and behavioral signals into clear, strategic insights that drive measurable improvements across customer experience. Sitting within the Customer Intelligence team, this role goes beyond reporting it connects the dots between what customers are saying, what the data shows, and what actions the business should take. The analyst operates both proactively, surfacing trends and risks before they escalate, and reactively, responding to targeted requests that support CX initiatives and cross-functional projects.

This role plays a critical part in demonstrating ROI on CX investments tracking whether implemented changes are working, sustaining impact over time, and providing the data backbone for retention and experience improvement efforts across Enterprise, Strategic, and regional customer segments. Reports to the Director of Customer Intelligence. Collaborate with CX program leads, operations, account management, and the customer retention team.

DUTIES AND RESPONSIBILITIES

Analytics & Customer Insights

• Analyze customer feedback and interaction data using Qualtrics and Verint to uncover trends, pain points, and opportunities across the customer experience both proactively identifying patterns and responding to targeted requests for analysis

• Leverage speech analytics, text analytics, and NLP techniques to extract sentiment, intent, and behavioral signals from unstructured customer interactions including calls, chats, emails, and case notes

• Analyze and report on key CX metrics including CSAT, NPS, and other voice-of-customer indicators to support strategic planning and leadership decision-making

• Design and manage voice-of-customer survey programs in Qualtrics or Verint, combining results with interaction data to close the loop between perceived and actual customer experience

Verint Platform & Category Management

• Build and maintain interaction categories within Verint, developing and refining taxonomy structures that accurately capture customer intent, sentiment, and issue type at scale

• Use Verint's speech and text analytics capabilities to tag, quantify, and connect recurring customer themes to measurable CX and retention outcomes

• Correlate Verint interaction data with retention metrics across customer segments to identify at-risk patterns and surface early warning signals

Process Intelligence & ROI Tracking

• Leverage Celonis to map and mine customer-facing processes, identifying workflow inefficiencies and opportunities to reduce customer effort

• Monitor the ongoing impact of implemented initiatives and process changes, tracking performance over time to validate effectiveness and demonstrate measurable return on investment

• Support the build-out of frameworks that distinguish between one-time fixes and sustained improvements, ensuring CX investments continue to deliver value

Reporting & Data Visualization

• Build, maintain, and iterate on dashboards and reports in Tableau or Power BI and Salesforce that provide stakeholders with timely, accurate views of CX performance and key metrics

• Translate complex, multi-source data into clear narratives and executive-ready recommendations for both analytical and non-technical audiences

• Create and improve recurring and ad-hoc reporting workflows, driving efficiencies across the team's analytical operations

Cross-Functional Collaboration

• Partner with cross-functional teams including the customer retention team to support continuous improvement initiatives, inform strategic projects, and validate opportunities through data

• Provide analytical support for cross-functional projects aimed at improving customer experience and driving internal productivity

• Collaborate with CX, operations, and account management to ensure insights are carried out, not just delivered

• Fosters the MSC Culture in the department and throughout the company to ensure fulfillment of MSC's vision and unity of purpose.

• Participation in special projects and performs additional duties as required

QUALIFICATIONS

What You Need:

• Bachelor's degree or the equivalent relevant work experience required.

• Minimum of three to five years of experience in a data analyst or business intelligence role, preferably within a CX, customer care, or customer-facing function.

• Ability to independently query and manipulate data across relational databases without requiring engineering support

• Proficiency or working knowledge of data visualization tools such as Tableau or Power BI; ability to independently build and maintain dashboards required.

• Proficiency in Verint for interaction analytics, category building, and speech and text analysis

• Hands-on experience with Qualtrics for survey design, distribution, and response analysis

• Experience with Celonis or similar process mining tools to analyze and optimize workflows

• Proficiency in Tableau/Power BI for data visualization and dashboard development

• Familiarity with Salesforce (SF.com) for CRM data access and customer-level reporting

• Strong SQL skills for querying, joining, and manipulating large datasets across relational databases

• Ability to analyze large datasets and translate findings into concise, business-ready insights

• Excellent written and verbal communication skills, with the ability to present complex data to both technical and non-technical audiences

• Strong critical thinking and problem-solving skills with a customer-first mindset

• Strong understanding of customer experience principles and the ability to connect data insights to business outcomes

• Ability to manage multiple priorities and deliver against deadlines in a fast-paced environment, balancing proactive workstreams with reactive requests

Bonus Points If You Have:

• Preferred fields of study include Business, Data Analytics, Statistics, Information Systems, Computer Science, or a related discipline

• Intermediate proficiency in Verint and Qualtrics highly preferred candidates with hands-on experience navigating both platforms will be prioritized

• Strong SQL skills highly preferred

• Experience working with tiered or segmented customer models is a plus

• Familiarity with B2B or industrial/distribution environments is preferred but not required

Other Requirements:

• A valid driver's license may be required.

• This position may require access to International Traffic in Arms Regulations Information ( ITAR ) and/or Controlled Unclassified Information ( CUI )

Compensation starting at $63420 - $95500 depending on candidate location and experience.

The salary range represented is based on similar roles in comparable industries, and the cost of labor in respective cities. Actual compensation is based on the candidate's relevant experience, education requirements and peer pay equity. The Company reserves the right to modify the range as market conditions change.

Applicants must be currently authorized to work in the United States. We are unable to sponsor or take over sponsorship of an employment Visa for this position at this time.

This job posting will remain open for a minimum of 3 business days from the original posting date or longer as needed to fill the position.

WHY MSC?

People. Collaboration. Insight. That's how you build something that works. Built on a foundation of trust, MSC works side by side with our customers to help them drive business results. With more than one million product offerings and 80+ years of experience across industries, MSC strives to help our customers achieve greater productivity, profitability, and growth through inventory management and other innovative supply chain solutions. We care about our associates and have programs in place to help our 6,500+ team members achieve their potential.

OUR COMMITMENT TO YOU

Our associates are our top priority and investing in their well-being is one way we execute our Built to Make You Better brand promise. Alongside competitive pay, we have a comprehensive benefits program to support you and your family's health, well-being and financial future. We offer dynamic healthcare plans, generous 401K and stock purchasing programs, tuition reimbursement opportunities, and paid time away for holidays, vacations, and illness. Visit our page for a better look at our extensive benefits: Your Future Benefits. (

You will also have the opportunity to join our Associate Inclusion Circles: Women, Pride, Black, Generational, Veterans, HOLA, and Able. These circles are open to all associates and are designed to promote awareness, collaboration, and respect.

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT

At MSC, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all qualified applicants and our associates without regard to race, color, religion, age, sex, national origin, disability, protected veteran status, sexual orientation or any category protected by applicable law. Accommodation requests can be made at any stage of the recruitment process; applicants are asked to make their needs/requirements known.