Senior Customer Experience Analyst

Job Summary

Supporting OnTrac's Customer Control Tower remotely, the full-time Senior Customer Experience Data Analyst will deliver reporting, analysis, and actionable insights to enhance customer experience and operational performance while collaborating with various teams to monitor performance and address escalations.

Key responsibilities

• Develop Control Tower reporting by building and maintaining daily, weekly, and monthly reports for escalations and performance metrics
• Prepare customer-facing materials and analyses for business reviews and strategic initiatives, ensuring accuracy and effective storytelling
• Partner with Control Tower Managers to enable real-time monitoring and support escalation tracking and issue resolution through operational insights

Required qualifications

• 5+ years of experience in analytics, business intelligence, or operations analysis, preferably in logistics or e-commerce
• Expert-level ability to derive insights from large, complex data sets
• Strong SQL skills for pulling, validating, and interpreting operational data
• Familiarity with warehouse systems and operational event data