White Cap
SeniorAnalyst,CustomerExperience
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“Senior Analyst, Customer Experience at White Cap. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics. Owns end-to-end operational execution of NPS and survey programs. Ensures surveys deployed accurately across segments”
What You'll Achieve.
insight delivery for NPS and survey measurement; translated into clear, actionable findings; inform CX strategy; inform CX priorities and business decisions; ensure insights are communicated clearly; ensure data quality and consistency; ensure survey responses are accurately linked; reliable account-level NPS and segmentation analysis; routes low-score responses to appropriate field sales or service recovery owners; escalates systemic issues that emerge from detractor feedback; ensure alert data is visible in operational dashboards; delivering a credible program narrative that drives action; produce effective end results
Industry & Context.
applies problem solving skills; deal creatively with complex situations; Troubleshoots and resolves complex problems; Makes decisions under conditions of uncertainty
overnight travel less than 10% of the time
What They're Looking For.
Must Have
BSA in a related discipline, 3-5 years of experience in a related field
Nice to Have
blend of analytical capabilities and systems thinking, focus on building a trusted, scalable feedback program in a complex B2B environment, Familiarity with NPS methodology, Experience connecting survey data to CRM or ERP customer records, Proficiency in Excel/Google Sheets, knowledge of SQL or Python for querying survey datasets, Experience with Qualtrics XM platform, Experience with data visualization tools, Qualtrics certification or equivalent platform training, Experience in B2B customer experience measurement, market research, and VoC programs, hands-on administration of Qualtrics or similar platforms, Comfortable operating in ambiguous environments, Skilled at working with large, messy datasets, translating analysis into clear, concise, stakeholder-ready narratives, Highly detail-oriented, commitment to data collaborative by default, building trust across functions, influencing outcomes without direct authority
What You'll Do.
Owns end-to-end operational execution of NPS and survey programs
Ensures surveys deployed accurately across segments
Analyzes VoC data to surface trends
standardized reporting
Maintains integrity of VoC datasets
Supports development and enforcement of NPS calculation methodology
Serves as primary administrator for Qualtrics instance
Maintains and refines alerting infrastructure
Tracks follow-up completion rates
Responds to ad hoc VoC data requests
How You'll Work.
Team & Collaboration
cross-functional coordination; vendor coordination; feedback loop between survey activity and CX team; Partner with Manager, Omnichannel Analytics; materials for leadership reviews and QBRs; supports Director, CX & Analytics; building trust across functions; influencing outcomes without direct authority
Communication Scope
translating analysis into clear, concise, stakeholder-ready narratives; communicated clearly and with appropriate context
Process & Methodology
planning, assigning, monitoring, reviewing progress and accuracy of work, evaluating results
Full Job Description
A position at White Cap isn’t your ordinary job. You’ll work in an exciting and diverse environment, meet interesting people, and have a variety of career opportunities. The White Cap family is committed to Building Trust on Every Job. We do this by being deeply knowledgeable, fully capable, and always dependable, and our associates are the driving force behind this commitment. **Job Summary** 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. 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. **Major Tasks, Responsibilities and Key Accountabilities** * 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 surveys are deployed accurately across customer segments and touchpoints, and that response data is captured cleanly and completely. Manage the feedback loop between survey activity and the CX team, flagging anomalies or data quality issues in real time. * Analyzes VoC data to surface trends, segment‑level patterns, and root‑cause insights that inform CX priorities and business decisions. * 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. * Supports the development and enforcement of a standardized NPS calculation methodology across measurement tracks,
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