Customer Experience Sr. Analyst

Customer Experience Sr. Analyst - Contract or CTP - Sandy Springs, GA - $20.00-$25.00/hr.

The final salary or hourly wage, as applicable, paid to each candidate/applicant for this position is ultimately dependent on a variety of factors, including, but not limited to, the candidate's/applicant's qualifications, skills, and level of experience as well as the geographical location of the position.

Applicants must be legally authorized to work in the United States. Sponsorship not available.

Our client is seeking a Customer Experience Sr. Analyst for Sandy Springs, GA

Role Description

The Customer Experience Sr. Analyst supports the Customer Care Center by analyzing customer sentiment, CSAT, NPS, and Voice-of-Customer (VOC) insights. The role transforms raw data into strategic recommendations, surfacing customer pain points, operational bottlenecks, and improvement opportunities.
This position is a core insights partner - producing clear analysis, compelling storytelling, and actionable insights for leadership and cross-functional teams.
Customer Experience Insights & Analysis
Analyze CSAT, NPS, sentiment, and VOC data across Roadside Assistance and Customer Care Center operations.
Perform text analytics, tagging, and theme identification to uncover customer pain points.
Conduct comparative deep-dive assessments (Roadside vs. CCC).
Identify journey friction points that impact customer satisfaction.
Monitor closed-loop feedback to detect systemic issues or escalation needs.
Reporting & Executive Communication
Build and maintain weekly and monthly Power BI dashboards and insights reports.
Develop executive-ready narratives linking customer sentiment to operational behaviors.
Present insights to leadership clearly and visually.
Cross-Functional Partnership
Share insights with teams including:
Parts
Engineering Services
After-Sales Business Development (ASBD)
Responsibilities include:
Highlighting dissatisfaction themes related to products, parts, or engineering.
Supporting root cause investigations outside CCC operations.
Flagging systemic issues affecting customer retention and service quality.
Software Tools & Platforms
Regular use of:
Power BI
Medallia
Genesys
Salesforce
Microsoft Copilot
Internal systems
Maintain data accuracy across reporting systems.
Support forecasting, predictive trend analysis, and ad hoc insight requests.

Skills and Requirement

Bachelor's degree in Business, Analytics, Communications, Psychology, or equivalent experience.
2-4 years in CX analytics, business analysis, or call center insights.
Proficiency in Power BI and Microsoft Copilot/AI tools.
Experience with Medallia, Salesforce, or similar CX platforms.
Strong analytical skills with the ability to simplify complex data.
Excellent written and verbal communication skills.
Highly organized; able to prioritize in a fast-paced environment.
Demonstrated cross-functional collaboration.
Experience in automotive, luxury, or high-touch service industries.
Familiarity with predictive analytics and VOC methodologies.
Experience with call center or roadside assistance environments.
Knowledge of journey mapping or service design.

Benefits/Other Compensation

This position is a contract/temporary role where Hays offers you the opportunity to enroll in full medical benefits, dental benefits, vision benefits, 401K and Life Insurance ($20,000 benefit).

Why Hays?

You will be working with a professional recruiter who has intimate knowledge of the industry and market trends. Your Hays recruiter will lead you through a thorough screening process in order to understand your skills, experience, needs, and drivers. You will also get support on resume writing, interview tips, and career planning, so when there's a position you really want, you're fully prepared to get it.

Nervous about an upcoming interview? Unsure how to write a new resume?

Visit the Hays Career Advice section to learn top tips to help you stand out from the crowd when job hunting.

Hays is committed to building a thriving culture of diversity that embraces people with different backgrounds, perspectives, and experiences. We believe that the more inclusive we are, the better we serve our candidates, clients, and employees. We are an equal employment opportunity employer, and we comply with all applicable laws prohibiting discrimination based on race, color, creed, sex (including pregnancy, sexual orientation, or gender identity), age, national origin or ancestry, physical or mental disability, veteran status, marital status, genetic information, HIV-positive status, as well as any other characteristic protected by federal, state, or local law. One of Hays' guiding principles is 'do the right thing'.
We also believe that actions speak louder than words.
In that regard, we train our staff on ensuring inclusivity throughout the entire recruitment process and counsel our clients on these principles. If you have any questions about Hays or any of our processes, please contact us.

In accordance with applicable federal, state, and local law protecting qualified individuals with known disabilities, Hays will attempt to reasonably accommodate those individuals unless doing so would create an undue hardship on the company. Any qualified applicant or consultant with a disability who requires accommodation in order to perform the essential functions of the job should call or text .

Drug testing may be required; please contact a recruiter for more information.

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