Customer Experience Analyst

How you will make an Impact (Job Summary) SPX is a diverse team of unique individuals who all make an impact. As a Customer Journey Operations Analyst, you will drive operational excellence across the customer experience by optimizing systems, improving processes, and delivering actionable insights. In this role, you will serve as a key liaison between internal teams and external partners, ensuring seamless system functionality, data integrity, and an efficient, customer‑centric experience across the end‑to‑end journey. What you can expect in this role (Job Responsibilities) While each day brings new opportunities at SPX, your core responsibilities will be: Systems & Application Administration Administer core business applications, including user access, security, product setup, and data integrations Support system testing, upgrades, and enhancements, including training and change management efforts EDI Management & Technical Support Serve as a subject matter expert in Electronic Data Interchange (EDI) processes Troubleshoot and resolve EDI issues, ensuring accuracy and continuity of transactions Act as liaison between internal IT teams and customers to establish and maintain EDI connections Process Improvement & Operational Excellence Identify, lead, and implement process improvements to enhance efficiency, reduce defects, and improve customer experience Analyze workflows and recommend scalable solutions aligned with business objectives Cross-Functional Collaboration Partner with Operations, Customer Experience, Product Management, IT, and other stakeholders to align priorities and drive execution Support system and process initiatives across multiple business functions Reporting & Data Insights Develop and deliver reporting and dashboards that provide visibility into performance, trends, risks, and opportunities Translate data into actionable insights that drive operational decision-making Project & Initiative Management Track and manage key initiatives, deliverables, and timelines Ensure accountability, follow‑through, and successful execution of commitments Change Management Support adoption of new tools, systems, and processes through communication, training, and stakeholder engagement What we are looking for (Experience, Knowledge, Skills, Abilities, Education) We each bring something to the table, and we are looking for someone who has: Required Experience Strong analytical and problem‑solving capabilities with experience deriving actionable insights from data Preferred understanding of ERP systems, Microsoft Suite, including Power Bi, , and Salsify and PMI Platform, and CRM experience Preferred Experience, Knowledge, Skills, and Abilities Experience with Power BI or other data visualization tools; ability to build dashboards, reports, and pivot tables Working knowledge of CRM, CPQ, customer portals, order management systems, and platforms such as Salsify or PMI Experience with EDI processes and integrations Experience participating in or supporting software implementations or system enhancements Proven ability to collaborate and influence across cross‑functional teams and external partners Strong communication skills with the ability to convey technical information to non‑technical stakeholders Results‑driven mindset with a focus on continuous improvement and operational efficiency Highly organized team player with a systematic approach to problem‑solving Ability to build relationships and serve as a trusted liaison between customers and internal teams Education & Certifications Bachelor's degree (BA/BS) is preferred. Preferred BS degree in IT or Technical field Preferred focus in Information Technology, Business, or a related technical field Minimum travel may be required. Less than 5% Workplace is onsite hybrid in an office setting What benefits do we offer? Generous and flexible paid time off including paid personal time off, caregiver, parental, and volunteer leave Competitive health insurance plans and 401(k) match, with benefits starting day one Competitive and performance‑based compensation packages and bonus plans Educational assistance, leadership development programs, and recognition programs SPX is an affirmative action and equal opportunity employer committed to making selection decisions without regard to race, color, religion, sex, sexual orientation or identity, national origin, age, disability, veteran status, or any other legally protected basis. #J-18808-Ljbffr