Customer Experience Analyst

Job Summary

Neenah Foundry is seeking an experienced and strategic Customer Experience (CX) Analyst to elevate how we understand and improve the customer journey.

This mid-level role will be responsible for translating complex data into clear insights, proactively monitoring order health, and partnering cross-functionally to resolve friction before it impacts the customer.

The CX Analyst own the development of reporting tools, dive deep into customer and operational data, and play a key role in shaping a more seamless, consistent, and customer-centric experience.

This is a high-impact role for someone who’s confident analyzing patterns, communicating across teams, and influencing process improvement.

Essential Functions

 

Job duties may change over time and additional job functions may become essential.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



* Lead CX Data Analysis: 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.


* Design and Manage Reporting Tools: Build, refine, and maintain dashboards and reports that surface meaningful insights for stakeholders across Customer Service, Operations, and Leadership.


* Proactively Identify Friction in Order Fulfillment: 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.


* Serve as a Strategic Partner to Customer Service: Provide ongoing insight and feedback to frontline teams, enabling them to deliver better service through awareness of trends, process gaps, and customer pain points.


* Conduct Root Cause Analysis: Dig into recurring service failures or negative feedback to uncover systemic issues.

Present findings and lead discussions on potential solutions and improvements.


* Support CX Strategy & Journey Optimization: Contribute to cross-functional initiatives aimed at reducing customer effort, improving satisfaction, and enhancing operational efficiency.

Expected Areas of Competence (KSAs)


* 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

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