Customer Insights Analyst

Marketing Fort Wayne, Indiana | Plattsburgh, New York

First, you need to understand and demonstrate our Core Values with safety being your first priority.

• 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 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 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.

• 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, alerts, and follow‑up processes.
• Partner with cross‑functional teams to ensure customer insights drive measurable improvements in customer experience and business performance.

• You have 3+ years’ experience in customer insights, Voice of Customer (VoC), customer experience (CX), or market research roles.
• You have hands‑on experience configuring and managing customer feedback platforms (such as Qualtrics, Medallia, Sprinklr, Zendesk, Customer Gauge, or similar), including survey setup, dashboard development, and workflow or automation features.
• You love analyzing customer feedback and behavioural data to identify trends, root causes, and improvement opportunities.
• You have the ability to build dashboards and reporting that translate data into actionable insights for business stakeholders.
• Demonstrated ability to translate customer feedback and operational data into clear insights and business narratives that explain what trends mean for the customer experience and the organization.
• You thrive on data storytelling and presentation skills, including the ability to communicate…