Customer Experience Insights Analyst

Location Address:

2500 Windy Ridge Parkway, Atlanta, Georgia 30339

Work Shift:

Salary Exempt (United States of America)

The CX Insights Analyst plays a critical role in transforming customer and operational data into actionable insights that drive measurable business outcomes. This role supports the Customer Experience organization by building reporting infrastructure, creating advanced dashboards, and analyzing performance across Customer Service, eCommerce, seller operations, and plant adherence.

The CX Insights Analyst will partner cross-functionally to quantify the value of CX Initiatives, identify opportunities for improvement, and support data-driven decision making across the organization. This role is ideal for an analytical, detail-oriented professional eager to grow in business intelligence, automation, and strategic CX reporting.

CX Business Intelligence & Reporting

• Design, build, and maintain Power BI and Business Objects reports that deliver actionable insights.

• Develop dashboards that quantify the value delivered by the CX organization

• Translate business questions into clear KPIs and data visualizations

• Ensure data accuracy and alignment across systems including CRM, Medallia, Call Center, and eCommerce platforms

CX Performance & Productivity Reporting

• Develop comprehensive reporting to measure productivity and quality of Customer Service Representatives, including:

  • Ticket volume & closure rate

  • Calls answered

  • Error/entry accuracy metrics

  • Efficiency indicators

• Build seller performance scorecards to track compliance and operational effectiveness

• Create plant compliance scorecards to measure adherence to SOPs

• Develop customer churn dashboards identifying at-risk segments and actionable prevention insights

eCommerce & Customer Growth Insights

• Create eCommerce dashboards providing segmentation analysis and growth opportunities

• Analyze customer behavior trends and purchasing patterns

• Support CX strategy through cohort analysis and retention reporting

Process Automation & Data Engineering Support

• Design and implement an automated process for managing and reporting bounceback data from mass customer emails

• Improve repeatability and automation of recurring reports

• Pull and maintain datasets within CRM to ensure data consistency and usability

• Support light administrative data management tasks as needed

Cross Functional Partnership

• Collaborate with CX leaders, Customer Service management, Sales, Operations, and IS to gather reporting requirements

• Present findings and explain trends in a clear and business-friendly manner

• Help business leaders understand what actions to take – and why - based on insights

• Reasonable mandatory overtime may be required due to business needs. 

Required:

• Bachelor’s degree in Business, Analytics, Information Systems, or related field

• At least 2 years of experience in Power BI (DAX, dashboard design, data modeling)

• Strong Excel skills

• Analytical mindset with ability to synthesize large datasets into insights

• Strong attention to detail and data accuracy

• Effective communication skills with both technical and non-technical stakeholders

Preferred:

• Experience with Business Objects

• Experience working with CRM systems (especially Dynamics 365 or Oracle Fusion)

• Understanding of customer experience metrics (NPS, churn, retention, etc)

• Basic understanding of automation processes and data workflows

Altium Packaging, Our Culture Differentiates Us!
 
We incorporate our Guiding Principles into all aspects and at all levels of the organization and use them as a framework for decision-making.  We believe our Guiding Principles foster a culture of excellence that benefits both employees and customers.

Our Guiding Principles

• Act with Integrity & in Compliance
• Drive Value Creation
• Be Disciplined Entrepreneurs
• Focus on the Customer
• Act with Humility
• Treat others with Dignity and Respect
• Seeking Fulfillment in your Work

We Believe in Rewarding our Most Important Resource – Our People! 
 
We show our commitment to Total Rewards by providing a competitive, comprehensive benefits package. In addition to medical, dental and vision plans, company holidays and vacation days, tuition reimbursement, learning and training opportunities, bonus potential, and a 401(k) plan with company contributions, Altium Packaging locations offer rewards and recognition programs and opportunities to make a difference in the community.
 

EEO Statement
 

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.
 

Take your career to the next level at Altium Packaging!