Customer Experience Analyst

Platform Services & Support (PSS) – Customer Experience

Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart.

Come join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow — it’ll be a fun journey!

Overview

The Customer Experience Analyst serves as the analytical backbone of the CX organization by transforming customer, operational, and behavioral data into actionable insights that improve customer outcomes and operational performance.

What You’ll Do

• Build and maintain CX dashboards and reporting
• Analyze customer behavior and support trends
• Monitor KPIs such as CSAT, CES, MTTR, escalations, and repeat contacts
• Identify predictive risk indicators and customer friction trends
• Support executive reporting and business reviews
• Partner with Journey Leads to quantify impact

What You Bring

• 4+ years in analytics, BI, customer insights, or operations analytics
• Experience with SQL, Power BI, Tableau, or Qlik
• Strong data storytelling skills
• Experience with predictive analytics/NLP preferred

Why Join Us

You’ll help shape the future of customer experience at one of the world’s largest technology distributors as we transform into a platform-first, AI-enabled organization.