Customer Experience (CX) Analyst

Location: Lawrence, MA (Hybrid Remote) Department: Customer Experience Compensation : $60,000-80,500 Customer Experience (CX) Analyst Turn data into insight. Improve the customer experience. Help build what comes next. Abel Womack is looking for a detail-oriented, analytical, and process-minded CX Analyst to support our growing Customer Experience, Professional Services, and Managed Services programs. This is a great opportunity for someone who enjoys working with data, improving workflows, identifying trends, and helping teams make better business decisions. In this role, you will collect, organize, validate, and analyze information from multiple internal systems to support customer reporting, performance monitoring, and operational decision-making. You will also help standardize reporting procedures, improve recurring data processes, and support scalable tools and automation initiatives that allow our customer-facing teams to focus on engagement, solutions, and growth. Why Join Abel Womack? For more than 100 years, Abel Womack has built a Best-in-Class organization by valuing employees, supporting customers, and delivering high-quality material handling solutions. Our culture is built on teamwork, respect, practical problem-solving, and a shared commitment to helping customers operate more safely, efficiently, and effectively. As part of our team, you will have the opportunity to make a visible impact by turning operational data into clear, useful information that supports customer satisfaction, business performance, and continued program growth. What You’ll Do Gather data from multiple internal systems and sources. Clean, organize, validate, and consolidate operational data used for reporting and analysis. Perform routine data uploads and SQL-based data processing activities. Maintain accurate and consistent datasets used to support customer reporting and business insights. Identify data inconsistencies, gaps, and anomalies, and partner with the appropriate teams to resolve them. Perform basic trend and performance analysis related to customer equipment, utilization, service, and operations data. Document existing reporting and data-processing procedures. Develop standardized, repeatable workflows for recurring analytical activities. Identify opportunities to reduce manual work, improve efficiency, and strengthen reporting consistency. Support the development of templates, tools, dashboards, and scalable processes as the CX, Professional Services, and Managed Services programs continue to grow. Participate in process improvement and automation initiatives. What We’re Looking For Bachelor’s degree in Business Analytics, Data Analytics, Business, Information Systems, or a related field; equivalent experience may be considered. Strong proficiency in Microsoft Excel, including formulas, sorting/filtering, pivot tables, and data organization. Basic SQL knowledge. Strong project management skills Strong attention to detail and a commitment to data accuracy. Customer-centric mindset Strong organizational and time-management skills with the ability to manage multiple priorities. Ability to work independently while collaborating effectively with cross-functional teams. Strong written and verbal communication skills, including the ability to collaborate and explain findings clearly. Comfort working with large datasets and recurring data-processing activities. Ability to learn new software, systems, and processes quickly. 25% Travel required Position is remote with regular travel to customer sites in New England and NY required Preferred Experience Experience with Power BI or another business intelligence/reporting platform. Experience working with SQL databases or data uploads. Experience with data visualization, dashboards, or reporting tools. Experience in customer experience, operations, business analytics, professional services, or a related environment. Interest in process improvement, automation, and operational efficiency. What You’ll Bring The ideal candidate is curious, organized, and comfortable digging into details. You enjoy finding patterns, improving repeatable processes, and creating clean, reliable information that others can use. You are equally comfortable working independently on detailed data tasks and communicating with team members to understand what the data means and how it can support better decisions. Benefits and Growth Abel Womack, Inc. offers a competitive benefits package which includes Anthem/Blue Cross Medical and Dental, 401(k) and Profit Sharing plans, Vision benefits, Flexible Spending Accounts, life and disability insurance, and more. To learn more about our culture, benefits and other important details about what it's like to work at Abel Womack, click here: www.abelwomack.com\careers If you are ready to use your analytical skills to support customer success, improve operations, and help build scalable reporting processes, we encourage you to apply. Physical Requirements This role requires the ability to sit at a workstation for several hours at a time and use a computer, telephone, and standard office equipment. Occasional stooping, bending, reaching, and lifting up to 15 pounds may be required. The role may also require operating a vehicle, driving distances of up to six hours, and spending several hours walking through customer sites such as warehouses or manufacturing floors to observe, survey, measure, and assess operations. Our tagline is discover the difference , because of our unique capabilities and philosophy. Come join our team and see how you can be the difference . Abel Womack is an Equal Opportunity Employer. Veterans encouraged to apply.