Senior Analyst, Customer Experience

White Cap

Senior Analyst managing White Cap’s Voice of Customer program, ensuring data integrity and actionable insights. Collaborating with cross-functional teams to drive customer experience improvements across multiple touchpoints.

Posted 7/1/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

Tech Stack

Tools & technologies

ERPPythonSQLTableau

About the role

Key responsibilities & impact

Responsible for the operational backbone of White Cap’s Voice of Customer (VoC) program, with ownership of day‑to‑day execution, data integrity, and insight delivery for NPS and survey measurement.
Owns the end-to-end operational execution of White Cap's NPS and transactional survey programs, including survey distribution logic, cadence management, and vendor coordination (e.g., Qualtrics).
Ensures customer feedback is captured accurately, analyzed rigorously, and translated into clear, actionable findings that inform CX strategy, service recovery efforts, and cross‑functional improvement initiatives.
Produces scalable, standardized reporting for internal stakeholders—including executive dashboards, driver analysis, and verbatim theme summaries and ensuring insights are communicated clearly and with appropriate context.
Maintains the integrity of VoC datasets by validating responses, managing partial completes and duplicates, and documenting methodological decisions to ensure data quality and consistency.

Requirements

What you’ll need

Typically requires BS/BA in a related discipline
Generally 5-8 years of experience in a related field OR MS/MA and generally 3-5 years of experience in a related field
Certification is required in some areas
Familiarity with NPS methodology, including score calculation, driver analysis, and common pitfalls (completer bias, sampling methodology)
Experience connecting survey data to CRM or ERP customer records for hierarchy-level analysis
Proficiency in Excel/Google Sheets for data manipulation; knowledge of SQL or Python for querying survey datasets is a plus
Experience with Qualtrics XM platform, including API integrations or Qualtrics/Databricks connector workflows
Experience with data visualization tools (Power BI, Tableau, or Amplitude) for reporting VoC metrics
Comfortable operating in ambiguous environments with limited legacy infrastructure; exposure to closed-loop feedback design and detractor follow-up workflows
Skilled at working with large, messy datasets and translating analysis into clear, concise, stakeholder-ready narratives for both technical and non-technical audiences

Benefits

Comp & perks

Health insurance
Professional development opportunities
Flexible working arrangements

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

NPS Score CalculationDriver AnalysisSQLPythonData ManipulationSurvey Data AnalysisAPI IntegrationsClosed-Loop Feedback DesignData Quality ManagementStatistical Analysis

Soft Skills

Clear CommunicationStakeholder EngagementProblem-SolvingAdaptabilityAnalytical Thinking

Certifications

Relevant Certification