Customer Insights Analyst

Customer Insights Analyst

Position located in Thomasville, GA. The Customer Insights Analyst is responsible for collecting and correlating data from Power Up, IFS, CRM and other sources to create analytics that provide insight into team performance, product and production KPIs, and customer experience. The role uses warranty data to create reports and analytics, identifies warranty and quality risk, and prepares reports and PowerPoint presentations for review with Customer Care and Executive teams.

The Analyst assists in root cause evaluation and clarifies incorrect or missing information as needed.

• Collect data from various sources, including databases, spreadsheets, and CRM database.
• Publish weekly and monthly dashboards.
• Process and cleanse data by handling missing values, correcting errors, and removing inconsistencies to ensure accuracy.
• Apply statistical tools, techniques, and programming languages to analyze datasets and uncover insights, patterns, and trends.
• Develop charts, graphs, and dashboards using various software tools to communicate findings clearly.
• Prepare and present reports to Customer Care Management Teams to solve business problems and improve outcomes.

• Analytical & Problem‑Solving:
  Strong ability to understand data, identify issues, and formulate solutions.
• Technical
  
  Skills:
  
  Proficiency in SQL, Excel, Tableau, AI, and Power BI.
• Data Visualization:
  Skill in creating clear and compelling visuals to present data insights.
• Understanding of statistical methods to interpret data effectively.
• Ability to translate complex data into understandable information for Customer Care and executive management teams.
• Assisting in identifying areas of opportunity for efficiency and performance optimization.
• Enhancing Customer Experience by polling the customer base and using data to identify customer pinch points and improve customer satisfaction.
• Providing data‑driven insights to the quality department for product improvement and assisting the Customer Care Department in strategic planning.

• Internal contacts:
  Extensive contact with internal sales staff, customers, and vendors.
• External contacts:
  Extensive contact with external sales staff, customers, and vendors.

• Education: BS degree in business, statistics, or related analytics field. Green Belt certification a plus.
• Experience: Minimum of 1 year in customer service, quality, or related field, must have exceptional skills using Excel or similar analytic software.

• Work requires regular speed and accuracy operating office equipment. Exceptional communication skills both verbal and written. Work requires a minimum active physical exertion.

• Normal plant, shop, field, or office conditions. From time to time, slightly disagreeable features. Negligible/little or no exposure.

• Comprehensive benefits, including medical, dental, vision, maternity support program, discounted virtual physician visits, voluntary medical benefits (Critical Illness, Hospital Care, and Accidental Injury), FSA, HSA, life insurance, short term and long-term disability.
• Cash matching 401(k) plan.
• Employee assistance program (EAP).
• Employee discount program.
• Tuition assistance.
• Paid time off and 11 paid holidays.

Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.