Customer Experience (CX) Analyst

Summary

Abel Womack is a material handling solutions organization seeking a Customer Experience Analyst to support its Customer Experience, Professional Services, and Managed Services programs. The role focuses on collecting, validating, analyzing, and reporting operational data while improving recurring workflows, dashboards, and automation initiatives to support customer satisfaction and business performance.

Responsibilities

• Gather data from multiple internal systems and sources
• Clean, organize, validate, and consolidate operational data used for reporting and analysis
• Perform routine data uploads and SQL-based data processing activities
• Maintain accurate and consistent datasets used to support customer reporting and business insights
• Identify data inconsistencies, gaps, and anomalies, and partner with the appropriate teams to resolve them
• Perform basic trend and performance analysis related to customer equipment, utilization, service, and operations data
• Document existing reporting and data-processing procedures
• Develop standardized, repeatable workflows for recurring analytical activities
• Identify opportunities to reduce manual work, improve efficiency, and strengthen reporting consistency
• Support the development of templates, tools, dashboards, and scalable processes as the CX, Professional Services, and Managed Services programs continue to grow
• Participate in process improvement and automation initiatives

Skills

• Bachelor's degree in Business Analytics, Data Analytics, Business, Information Systems, or a related field; equivalent experience may be considered
• Strong proficiency in Microsoft Excel, including formulas, sorting/filtering, pivot tables, and data organization
• Basic SQL knowledge
• Strong project management skills
• Strong attention to detail and a commitment to data accuracy
• Customer-centric mindset
• Strong organizational and time-management skills with the ability to manage multiple priorities
• Ability to work independently while collaborating effectively with cross-functional teams
• Strong written and verbal communication skills, including the ability to collaborate and explain findings clearly
• Comfort working with large datasets and recurring data-processing activities
• Ability to learn new software, systems, and processes quickly
• 25% Travel required
• Position is remote with regular travel to customer sites in New England and NY required
• This role requires the ability to sit at a workstation for several hours at a time and use a computer, telephone, and standard office equipment
• Occasional stooping, bending, reaching, and lifting up to 15 pounds may be required
• The role may also require operating a vehicle, driving distances of up to six hours, and spending several hours walking through customer sites such as warehouses or manufacturing floors to observe, survey, measure, and assess operations
• Experience with Power BI or another business intelligence/reporting platform
• Experience working with SQL databases or data uploads
• Experience with data visualization, dashboards, or reporting tools
• Experience in customer experience, operations, business analytics, professional services, or a related environment
• Interest in process improvement, automation, and operational efficiency

Qualifications

Must Haves

• Bachelor's degree in Business Analytics, Data Analytics, Business, Information Systems, or a related field; equivalent experience may be considered
• Strong proficiency in Microsoft Excel, including formulas, sorting/filtering, pivot tables, and data organization
• Basic SQL knowledge
• Strong project management skills
• Strong attention to detail and a commitment to data accuracy
• Customer-centric mindset
• Strong organizational and time-management skills with the ability to manage multiple priorities
• Ability to work independently while collaborating effectively with cross-functional teams
• Strong written and verbal communication skills, including the ability to collaborate and explain findings clearly
• Comfort working with large datasets and recurring data-processing activities
• Ability to learn new software, systems, and processes quickly
• 25% Travel required
• Position is remote with regular travel to customer sites in New England and NY required
• This role requires the ability to sit at a workstation for several hours at a time and use a computer, telephone, and standard office equipment
• Occasional stooping, bending, reaching, and lifting up to 15 pounds may be required
• The role may also require operating a vehicle, driving distances of up to six hours, and spending several hours walking through customer sites such as warehouses or manufacturing floors to observe, survey, measure, and assess operations

Nice to Haves

• Experience with Power BI or another business intelligence/reporting platform
• Experience working with SQL databases or data uploads
• Experience with data visualization, dashboards, or reporting tools
• Experience in customer experience, operations, business analytics, professional services, or a related environment
• Interest in process improvement, automation, and operational efficiency

Benefits

• Anthem/Blue Cross Medical and Dental
• 401(k) plans
• Profit Sharing plans
• Vision benefits
• Flexible Spending Accounts
• Life and disability insurance
• Hybrid remote work arrangement