Customer Excellence Sr Analyst
Axelon Services Corporation
Sandy Springs, GA
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JOB DETAILS
SKILLS
Analysis Skills, Artificial Intelligence (AI), Business Analysis, Call Center Operations, Channel Strategies, Communication Skills, Comparative Analysis, Continuous Improvement, Cross-Functional, Customer Experience, Customer Satisfaction, Customer Service Operations, Customer Support/Service, Customer/Client Research, Data Analysis, Data Quality, Data Visualization, Establish Priorities, Financial Analysis, Forecasting, Genesys Solutions, Leadership, Microsoft Product Family, Operational Audit, Organizational Skills, Power BI, Predictive Modeling, Presentation/Verbal Skills, Psychology, Reporting Dashboards, Root Cause Analysis, Salesforce.com, Staff Requirements, Storytelling, Strategic Planning, Team Player, Training Data Sets, Trend Analysis, Writing Skills
LOCATION
Sandy Springs, GA
POSTED
12 days ago
Sandy Springs, GA- HYBRID
12 Months
Pay: $25 per hour
The interview will focus on your experience with customer experience analytics, Voice of Customer (VOC) insights, Power BI reporting, and your approach to translating customer sentiment into actionable recommendations. Youll also have the opportunity to discuss how youve partnered with crossfunctional teams to drive customercentric improvements.
The conversation will last approximately 45 minutes and will be conducted virtually
Job Overview
The Customer Experience Sr. Analyst supports the Client Customer Care Center by analyzing customer sentiment, CSAT scores, and Voice-of-Customer (VOC) feedback to identify trends and improvement opportunities across Customer Care Center operations. This role turns raw customer data into clear, actionable insights that guide cross-functional decisions and help elevate the overall customer experience.
The Sr. Analyst acts as a key insights partner producing thoughtful analysis, compelling storytelling, and proactive recommendations that enhance both strategic planning and day-to-day operations.
Overall Deliverables
This content should not be construed as an exhaustive list of responsibilities or requirements. Employees may be required to perform other job-related responsibilities to help the department achieve its goals.
Responsibilities
Customer Experience Insights & Analysis:
Analyze CSAT, NPS, and customer sentiment data across Roadside and CCC operations.
Conduct text analytics, tagging, and VOC theme identification to surface customer pain points and service opportunities.
Perform deep-dive assessments comparing Roadside vs. CCC experience drivers.
Identify journey bottlenecks and operational friction points impacting customer satisfaction.
Monitor trends in closed-loop feedback to highlight systemic issues or areas requiring stakeholder alignment.
Reporting & Executive Communication:
Develop weekly and monthly insights dashboards and summary reports in Power BI.
Build executive-ready narratives that connect customer sentiment to operational behavior.
Present insights to leadership in clear, concise, and visually compelling formats.
Cross-Functional Partnership:
The Sr. Analyst will identify and share relevant customer insights with:
Parts
Engineering Services
After-Sales Business Development (ASBD)
This includes
Highlighting product, parts, or engineering-related dissatisfaction themes.
Supporting root cause analysis beyond CCC operations.
Flagging recurring systemic breakdowns affecting service and retention.
Tools & Platforms:
Use Power BI, Medallia, Genesys, Copilot, Salesforce, and internal MBUSA systems to gather, analyze, and visualize data.
Maintain data accuracy and integrity across reporting sources.
Support forecasting, predictive trending, or ad-hoc analysis based on business needs.
Qualifications Required
Bachelors degree in Business, Analytics, Communications, Psychology, or equivalent experience.
24 years of experience in customer experience analytics, business analysis, call-center insights, or a related field.
Proficiency in Power BI, Microsoft Copilot & AI-enabled tools
Experience with Medallia, Salesforce, or similar CX platforms.
Strong analytical abilities with an ability to simplify complexity.
Excellent written and verbal communication skills.
Strong organizational skills and ability to prioritize in a fast-paced environment.
Demonstrated ability to work collaboratively and influence cross-functional partners.
Preferred
Experience in automotive, luxury, or high-expectation customer service environments.
Familiarity with predictive analytics or VOC methodology.
Experience with call center operations or roadside assistance operations.
Knowledge of journey mapping or service design principles.
Competencies
Customer-centric mindset
Analytical and detail-oriented
Insight storytelling & executive communication
Collaborative partnership
Continuous improvement focus
Strong data literacy
About the Company
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