Senior Analyst, Customer Experience

A position at White Cap isn’t your ordinary job. You’ll work in an exciting and diverse environment, meet interesting people, and have a variety of career opportunities. The White Cap family is committed to Building Trust on Every Job. We do this by being deeply knowledgeable, fully capable, and always dependable, and our associates are the driving force behind this commitment. Job Summary Responsible for the operational backbone of White Cap’s Voice of Customer (VoC) program, with ownership of day‑to‑day execution, data integrity, and insight delivery for NPS and survey measurement. Ensures customer feedback is captured accurately, analyzed rigorously, and translated into clear, actionable findings that inform CX strategy, service recovery efforts, and cross‑functional improvement initiatives. Major Tasks, Responsibilities and Key Accountabilities Owns the end-to-end operational execution of White Cap's NPS and transactional survey programs, including survey distribution logic, cadence management, and vendor coordination (e.g., Qualtrics). Ensures surveys are deployed accurately across customer segments and touchpoints, and that response data is captured cleanly and completely. Manage the feedback loop between survey activity and the CX team, flagging anomalies or data quality issues in real time. Analyzes VoC data to surface trends, segment‑level patterns, and root‑cause insights that inform CX priorities and business decisions. Produces scalable, standardized reporting for internal stakeholders—including executive dashboards, driver analysis, and verbatim theme summaries and ensuring insights are communicated clearly and with appropriate context. Maintains the integrity of VoC datasets by validating responses, managing partial completes and duplicates, and documenting methodological decisions to ensure data quality and consistency. Supports the development and enforcement of a standardized NPS calculation methodology across measurement tracks, serving as an internal expert on how data collection decisions impact score validity and comparability. Serves as the primary administrator for White Cap’s Qualtrics instance, managing survey builds, logic, and integrations while ensuring survey responses are accurately linked to customer hierarchy data for reliable account‑level NPS and segmentation analysis. Maintains and refines the alerting infrastructure that routes low-score responses to appropriate field sales or service recovery owners. Tracks follow-up completion rates and escalates systemic issues that emerge from detractor feedback. Partner with the Manager, Omnichannel Analytics, to ensure alert data is visible in operational dashboards. Responds to ad hoc VoC data requests, prepares materials for leadership reviews and QBRs, and supports the Director, CX & Analytics in delivering a credible program narrative that drives action. Nature and Scope Identifies key barriers/core problems and applies problem solving skills in order to deal creatively with complex situations. Troubleshoots and resolves complex problems. Makes decisions under conditions of uncertainty, sometimes with incomplete information, that produce effective end results. Independently performs assignments with instruction limited to the expected results. Determines and develops an approach to solutions. Receives technical guidance only on unusual or complex problems or issues. May oversee the completion of projects and assignments, including planning, assigning, monitoring and reviewing progress and accuracy of work, evaluating results, etc. Contributes to employees' professional development but does not have hiring or firing authority. Work Environment Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable. Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles. Typically requires overnight travel less than 10% of the time. Education and Experience Typically requires BS/BA in a related discipline. Generally 5-8 years of experience in a related field OR MS/MA and generally 3-5 years of experience in a related field. Certification is required in some areas. Preferred Qualifications Demonstrates a blend of strong analytical capabilities and systems thinking, with a focus on building a trusted, scalable feedback program in a complex B2B environment. Familiarity with NPS methodology, including score calculation, driver analysis, and common pitfalls (completer bias, sampling methodology). Experience connecting survey data to CRM or ERP customer records for hierarchy-level analysis. Proficiency in Excel/Google Sheets for data manipulation; knowledge of SQL or Python for querying survey datasets is a plus. Experience with Qualtrics XM platform, including API integrations or Qualtrics/Databricks connector workflows. Experience with data visualization tools (Power BI, Tableau, or Amplitude) for reporting VoC metrics. Qualtrics certification or equivalent platform training. Experience in B2B customer experience measurement, market research, and VoC programs, with hands‑on administration of Qualtrics or similar platforms (survey design, logic, and reporting). Comfortable operating in ambiguous environments with limited legacy infrastructure; exposure to closed‑loop feedback design and detractor follow‑up workflows. Skilled at working with large, messy datasets and translating analysis into clear, concise, stakeholder‑ready narratives for both technical and non‑technical audiences. Highly detail‑oriented with a strong commitment to data accuracy; collaborative by default, building trust across functions and influencing outcomes without direct authority. This position may be remote, or hybrid based on location. Eligible candidates residing in the greater Atlanta area will be asked to work two days a week in our Doraville, GA Field Support Center. If you’re looking to play a role in building America, consider one of our open opportunities. We can’t wait to meet you.