Customer Experience Analyst (Administrative)
Job Summary
Neenah Foundry is seeking an experienced and strategic Customer Experience (CX) Analyst to elevate how we understand and improve the customer journey. This mid-level role will be responsible for translating complex data into clear insights, proactively monitoring order health, and partnering cross-functionally to resolve friction before it impacts the customer.
The CX Analyst own the development of reporting tools, dive deep into customer and operational data, and play a key role in shaping a more seamless, consistent, and customer-centric experience. This is a high-impact role for someone who's confident analyzing patterns, communicating across teams, and influencing process improvement.
Essential Functions
Job duties may change over time and additional job functions may become essential. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Lead CX Data Analysis: Monitor and interpret key performance indicators (NPS, CSAT, CES, order accuracy, and resolution times) to identify actionable trends, gaps, and opportunities in the customer experience.
- Design and Manage Reporting Tools: Build, refine, and maintain dashboards and reports that surface meaningful insights for stakeholders across Customer Service, Operations, and Leadership.
- Proactively Identify Friction in Order Fulfillment: Track and flag delayed, high-risk, or friction-prone orders. Partner with Customer Service, Operations, and Logistics to investigate and resolve issues quickly and effectively.
- Serve as a Strategic Partner to Customer Service: Provide ongoing insight and feedback to frontline teams, enabling them to deliver better service through awareness of trends, process gaps, and customer pain points.
- Conduct Root Cause Analysis: Dig into recurring service failures or negative feedback to uncover systemic issues. Present findings and lead discussions on potential solutions and improvements.
- Support CX Strategy & Journey Optimization: Contribute to cross-functional initiatives aimed at reducing customer effort, improving satisfaction, and enhancing operational efficiency.
Expected Areas of Competence (KSAs)
- Strong analytical skills with a proven ability to turn complex data into actionable insights
- Proficiency in reporting tools such as Power BI, Tableau, Excel, or Salesforce reporting
- Experience with CRM, order management, or ticketing systems in a high-volume environment
- Excellent communication skills, with the ability to influence without authority and work across multiple departments
- Self-starter mindset with strong time management and ownership of deliverables
- Industry experience in B2B, manufacturing, logistics, or supply chain environments
- Familiarity with CX metrics and methodologies (NPS, CSAT, CES)
- Experience working cross-functionally with Customer Service, Operations, IT, and Sales
This position description is intended to cover the most significant, ongoing job functions and competency areas. Successful performance in the role will require performing satisfactorily other duties as assigned.
Education and Experience Requirements
- 4–7 years of experience in a CX, data analysis, business intelligence, or customer operations role
Physical Requirements
Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
The worker must be able to access, analyze and otherwise work with, enter information stored in or obtained through the company's computer system, and to communicate effectively with co-workers and third parties who have business dealings with the company's operations.
Travel Requirements
Little to no travel is anticipated with this position
Candidates for positions with Neenah Foundry Company and its subsidiaries must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. All offers of employment will be conditioned upon successful completion of a post-offer, pre-hire background check and drug screen. Visa sponsorship is not available for this position.
Neenah Foundry Company and its subsidiaries is an equal opportunity employer, and applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, veteran status, disability status or national origin.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
