CX Analyst

Position Summary

The Customer Experience Analyst (In-Store Field) will play a key role in evaluating and enhancing the in-store customer experience across our retail locations. This position will focus on gathering and analyzing customer feedback, monitoring store interactions, and providing insights to improve overall satisfaction, customer loyalty, and operational efficiency. The ideal candidate will be a proactive, detail-oriented individual with a passion for delivering exceptional customer service.

Duties & Responsibilities

• Field Observations & Data Collection: Conduct in-store assessments, including mystery shopping and customer interaction audits, to evaluate the quality of the customer experience.
• Customer Feedback Analysis: Collect and analyze customer feedback through surveys, focus groups, and direct interactions. Identify patterns and trends to introduce recommendations for improvements
• Performance Reporting: Prepare detailed reports on customer experience metrics, including satisfaction, service quality, and store performance. Present findings to management to guide decision-making.
• Actionable Recommendations: Develop actionable strategies to enhance the in-store experience based on data insights, customer feedback, and competitive analysis.
• Collaboration with Store Teams: Work closely with store managers and frontline staff to communicate findings and drive improvements in customer service, product knowledge, and store environment.
• Training Support: Assist in the development and delivery of training programs to ensure all staff maintain a high standard of customer service and engagement.
• In-Store Experience Audits: Monitor compliance with company policies, store layouts, signage, and other customer experience touchpoints. Provide constructive feedback and suggest improvements where necessary.
• Continuous Improvement: Stay informed about industry best practices and emerging trends in customer experience. Regularly propose improvements and innovations to enhance the customer journey.
• Additional duties as assigned.

Knowledge, Skills, and Abilities

• High school diploma required.
• Associates Degree required in business administration, marketing, operations management or similar.
• Bachelor's Degree preferred in business administration, marketing, operations management or similar.
• 10-15 years in the automotive service industry.

Physical Demands/Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Physical Demands

• Repetitive movement of hands and fingers, typing or writing.
• Occasional standing and walking.
• Reach with hands and arms.
• Frequent travel.
• Talk and hear.
• Ability to work under tight time constraints, handle sensitive date and multi-task so that deadlines can be met.
• High organized and able to prioritize and manage time efficiently with the ability to handle stress in a fast-paced, deadline driven environment.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.