Neenah Enterprises, Inc. · 4 months ago
Customer Experience Analyst
Neenah, WI 54956, USA
Full-time
Onsite
Mid Level
4+ years expNeenah Foundry is seeking an experienced and strategic Customer Experience (CX) Analyst to elevate how they understand and improve the customer journey. This mid-level role will be responsible for translating complex data into clear insights and proactively monitoring order health to resolve friction before it impacts the customer.
IndustrialIndustrial EngineeringManufacturing
No H1B
Responsibilities
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
Build, refine, and maintain dashboards and reports that surface meaningful insights for stakeholders across Customer Service, Operations, and Leadership
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
Provide ongoing insight and feedback to frontline teams, enabling them to deliver better service through awareness of trends, process gaps, and customer pain points
Dig into recurring service failures or negative feedback to uncover systemic issues. Present findings and lead discussions on potential solutions and improvements
Contribute to cross-functional initiatives aimed at reducing customer effort, improving satisfaction, and enhancing operational efficiency
Qualification
Required
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
4–7 years of experience in a CX, data analysis, business intelligence, or customer operations role
Company
Neenah Enterprises, Inc.
Neenah Enterprises, Inc., (NEI).
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Thomas Slabe
President & CEO
Vikrant (Vik) Bhatia
President and CEO
Recent News
Canadian News Wire
2024-10-23
Company data provided by crunchbase