ECommerce Customer Experience Analyst

Overview:
The eCommerce Customer Experience (CX) Analyst is responsible for supporting the design, administration, analysis, and reporting of customer feedback programs that help the business understand customer needs, pain points, and opportunities for improvement. This role partners with teams across the organization to transform customer feedback, survey data, and eCommerce insights into actionable recommendations that enhance the overall digital customer experience. The position plays a key role in identifying trends, evaluating customer sentiment, and driving continuous improvement initiatives across the online customer journey.

Why Join This Team:

• Make a direct impact on how customers experience Xerox’s digital commerce platforms.
• Work with global stakeholders to improve customer satisfaction and online engagement.
• Gain exposure to customer experience analytics, survey management, and digital commerce operations.
• Leverage advanced analytics and visualization tools to drive business decisions.
• Be part of a team focused on continuous improvement, innovation, and customer-centric solutions.

What You Will Do:

• Design, administer, and manage customer feedback surveys across key customer touchpoints.
• Analyze survey responses, customer experience metrics, eCommerce feedback, and online reviews to identify trends, pain points, and opportunities for improvement.
• Develop and maintain reports, dashboards, scorecards, and presentations that communicate actionable insights to stakeholders and leadership.
• Support closed-loop feedback processes by routing customer concerns and recurring issues to the appropriate business teams for resolution.
• Partner with cross-functional teams to improve processes related to customer feedback collection, categorization, prioritization, and resolution.
• Evaluate customer experience trends across the digital purchasing journey and identify opportunities to improve customer satisfaction.
• Translate complex customer data into meaningful business recommendations.
• Monitor customer experience performance metrics and track improvement initiatives over time.
• Create visualizations and dashboards using Power BI and other reporting tools.
• Support strategic customer experience initiatives through data-driven insights and analysis.

What You Need to Succeed:

• Bachelor’s degree in Business, Marketing, Data Analytics, Statistics, or a related field.
• 3–5 years of experience in Customer Experience Analytics, Data Analytics, Market Research, Business Intelligence, or a related discipline.
• Strong analytical and problem-solving skills with the ability to interpret complex datasets.
• Experience working with customer feedback and survey platforms such as Medallia, Qualtrics, InMoment, or similar tools.
• Proficiency in Microsoft Power Platform tools, including Power BI and Power Automate.
• Advanced Microsoft Excel skills and proficiency with Word and PowerPoint.
• Experience creating dashboards, reports, and executive-level presentations.
• Strong written and verbal communication skills with the ability to present findings to business stakeholders.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong organizational skills and attention to detail.

How We Set You Up for Success:

• Comprehensive onboarding and training on Xerox eCommerce and Customer Experience programs.
• Exposure to global customer experience initiatives and digital commerce operations.
• Opportunities to develop expertise in survey platforms, analytics tools, and customer journey analysis.
• Collaboration with cross-functional teams across Operations, Marketing, Digital Commerce, and Customer Experience.
• Continuous learning and career development opportunities within Analytics, Customer Experience, and Digital Commerce functions.

Work Arrangement: Hybrid
Shift: EMEA Shift (2nd Shift)