White Cap
SeniorAnalyst,CustomerExperience
“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
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