Customer Insights Analyst

Position at Parts Town

See What We're All About

As the fastest-growing distributor of restaurant equipment, HVAC and residential appliance parts, we like to do things a little differently. First, you need to understand and demonstrate our Core Values with safety being your first priority. That's key. But we're also looking for unique enthusiasm, high integrity, courage to embrace change…and if you know a few jokes, that puts you on the top of our list!

Do you have a genius-level knowledge of original equipment manufacturer parts? If not, no problem! We're more interested in passionate people with fresh ideas from different backgrounds. That's what keeps us at the top of our game. We're proud that our workplace has been recognized for its growth and innovation on the Inc. 5000 list 15 years in a row and the Crain's Fast 50 list ten times.

We are honored to be voted by our Chicagoland team as a Chicago Tribune Top Workplace for the last four years.

If you're ready to roll up your sleeves, go above and beyond and put your ambition to work, all while having some fun, let's chat - Apply Today!

Perks

* Parts Town Pride - check out our virtual tour and culture!

* Quarterly profit-sharing bonus

* Hybrid Work schedule

* Team member appreciation events and recognition programs

* Volunteer opportunities

* Monthly IT stipend

* Casual dress code

* On-demand pay options:
Access your pay as you earn it, to cover unexpected or even everyday expenses

* All the traditional benefits like health insurance, 401k/401k match, employee assistance programs and time away - don't worry, we've got you covered.

The Job at a Glance

The Customer Insights Analyst plays a key role in advancing Parts Town's Voice of the Customer (VoC) program by transforming customer feedback and operational data into actionable insights that improve the customer experience and inform business decisions.

This role includes hands-on ownership of the company's CX listening platform, supporting listening program design, dashboard development, and system integrations that connect customer feedback with operational data. The role works closely with the Voice of Customer Program leaders and cross-functional partners to ensure feedback programs generate meaningful insights and measurable improvements.

Success in this role requires strong data storytelling skills. The Senior Customer Insights Analyst must be able to translate complex customer feedback and operational data into clear narratives that explain what is changing, why it matters, and what actions the business should consider.

The ideal candidate brings hands-on experience administering CX platforms, analyzing customer feedback, and translating insights into meaningful business recommendations.

Experience with platforms such as the Qualtrics XM Platform, Medallia Experience Cloud, Sprinklr, Zendesk, Customer Gauge, or similar Voice of Customer technologies is highly valuable.

A Typical Day

* Administer and optimize the company's CX platform (Qualtrics), including user access, configuration, and governance.

* Design and manage omnichannel listening programs across web, mobile app, email, chat, and SMS to capture feedback throughout the customer journey.

* Build and maintain role-based dashboards and reporting that translate customer feedback into actionable insights for leaders and operational teams.

* Analyze customer feedback and operational data to identify trends, pain points, correlations, and key drivers of customer satisfaction.

* Interpret data to explain what is changing, why trends are occurring, and what the findings mean for the customer experience and the business.

* Develop clear insights narratives and reporting that help stakeholders understand what the data is telling us, what is different from prior trends, and where improvement opportunities exist.

* Support integrations between CX platforms and operational systems such as Salesforce and Qlik to enable deeper analysis and a more complete customer view.

* Implement text analytics and sentiment analysis to surface emerging themes and prioritize improvement opportunities.

* Establish and maintain closed-loop feedback workflows, including triggers,…