Customer Excellence Sr Analyst

Senior Analyst, Customer Experience (CX) Location: Sandy Springs, GA (Hybrid) Role Type: Data Analytics & Strategy

The Opportunity Are you a data storyteller with a passion for the luxury customer journey? We are seeking a Senior Customer Experience Analyst to transform raw feedback into the strategic insights that drive our Customer Care Center (CCC) and Roadside Assistance operations.

In this role, you won’t just report numbers; you will analyze customer sentiment and Voice-of-the-Customer (VOC) data to identify journey bottlenecks, operational friction, and systemic opportunities for improvement.

Key Responsibilities

• Insights & Analysis: Perform deep-dives into CSAT, NPS, and sentiment data. Conduct text analytics and theme identification to surface pain points across the customer lifecycle.

• Executive Storytelling: Develop high-impact Power BI dashboards and executive-ready narratives that connect customer feelings to operational behaviors.

• Cross-Functional Partnership: Act as a key insights partner for Parts, Engineering, and After-Sales teams to highlight product and service dissatisfaction themes.

• Operational Optimization: Monitor trends in closed-loop feedback to identify recurring breakdowns affecting customer retention.

• Tech Integration: Leverage Medallia, Salesforce, Genesys, and AI-enabled tools (Copilot) to maintain data integrity and support predictive trending.

Qualifications

• Education: Bachelor’s degree in Business, Analytics, Psychology, or a related field.

• Experience: 2–4 years in CX analytics, call-center insights, or business analysis.

• Technical Skills: Proficiency in Power BI and experience with platforms like Medallia or Salesforce.

• Expertise: the ability to simplify complex data into actionable recommendations and compelling visual formats.

• Industry Preferred: Experience in automotive, luxury, or high-expectation service environments is a significant plus.

salary: $25.99 - $26 per hour
shift: First
work hours: 8 AM - 5 PM
education: Bachelors

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.

Skills

• Analyst

Qualifications

• Years of experience: 2 years
• Experience level: Experienced

Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact [email protected].

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.