CX (Customer Experience) Analyst

Job description

It's fun to work in a company where people truly BELIEVE in what they're doing! Job Description: Transform Customer Data Into Action Be Part of How We Redefine Customer Experience Who We Are Join the business behind the world’s brands. We’re Ingram Micro—a people‑first technology partner reaching nearly 90% of the world’s population. As a leading company in the global information technology ecosystem, we connect technology manufacturers and cloud providers with business‑to‑business technology experts worldwide. Our unmatched market reach, diverse portfolio, and digital platform, Ingram Micro Xvantage™, set us apart as we continue redefining distribution. How Our Team Works Collaboration at the heart of innovation. The Platform Services & Support (PSS) organization is central to delivering seamless, high‑quality customer experiences across Ingram Micro’s platform‑first ecosystem. Our Customer Experience (CX) team partners closely with product, support operations, journey leads, and leadership to translate customer signals into meaningful improvements. Together, we focus on clarity, accountability, and continuous improvement—because it works when we work together. Our Values in Action We shape the future with cutting‑edge technology while fostering a culture built on: Collaboration and trust Data‑driven decision‑making Continuous learning and improvement A shared commitment to better customer outcomes What You’ll Do as the CX Analyst (Professional, Business Analysis) Your role in making an impact. As a Customer Experience Analyst, you serve as the analytical backbone for PSS organization, transforming customer, operational, and behavioral data into insights that improve both customer outcomes and operational performance. Key responsibilities include: Building and maintaining CX dashboards and recurring reporting to support PSS leadership and stakeholders Analyzing customer behavior, support trends, and journey performance across channels Monitoring and interpreting key CX and support KPIs, including CSAT, CES, MTTR, escalations, and repeat contacts Identifying predictive risk indicators, customer friction points, and emerging experience trends Supporting executive‑level reporting, QBRs, and business reviews with clear data storytelling Partnering with Journey Leads and cross‑functional teams to quantify experience improvements and business impact Your insights will directly influence how we prioritize improvements, reduce friction, and deliver better experiences at scale. What You Bring to the Role - Your strengths, our vision. We’re looking for someone who combines strong analytical capability with a passion for customer experience. What would make a great fit: Around 4+ years of experience in analytics, business intelligence, customer insights, or operations analytics Hands‑on experience with SQL and data visualization tools such as Power BI, Tableau, or Qlik. Ability to translate complex data into clear, compelling stories for technical and non‑technical audiences Experience with predictive analytics, text analytics, or NLP is helpful, but not required—we support continuous learning Comfort working cross‑functionally in a fast‑moving, global environment