Customer Experience Data Analyst

Milliken & Company is a global manufacturing leader whose focus on materials science delivers tomorrow’s breakthroughs today. From industry-leading molecules to sustainable innovations, Milliken creates products that enhance people’s lives and deliver solutions for its customers and communities. Drawing on thousands of patents and a portfolio with applications across the textile, flooring, chemical and healthcare businesses, the company harnesses a shared sense of integrity and excellence to positively impact the world for generations. Discover more about Milliken’s curious minds and inspired solutions at Milliken.com and on Facebook, Instagram, LinkedIn and Twitter.

POSITION TITLE

Customer Experience Data Analyst

POSITION OVERVIEW

As the Customer Experience Analyst, you will play a key role in driving revenue growth by leveraging data to uncover actionable insights and opportunities with our customers.  You will support cross-functional teams - including sales, marketing, and customer service - in designing and implementing data-centric strategies that optimize processes, enhance decision-making, and drive demand generation. Your expertise in analytics will be critical in developing data models, designing analytical visualizations, and collaborating across business units to improve outcomes through data-driven solutions. The primary focus will be on utilizing customer data to enhance engagement, retention, and revenue opportunities across all departments. This role is based at our Spartanburg, SC headquarters and follows a hybrid work model, with three days on-site and two days remote.

JOB RESPONSIBILITIES

• Data Analysis: Collect, process, and analyze data from various sources including ERP and CRM systems to enable the identification of customer trends, behaviors, purchase patterns, and insights. Advocate for data-driven, revenue-focused decision-making within the organization.

• Business Process Support: Leverage data analytics to enable streamlining business processes, improving operational efficiency while ensuring alignment with goals.

• Collaboration: Work closely with marketing, sales, and customer service teams to understand their data needs, provide analytical support, and encourage utilization of systems/data.

• Opportunity and At-Risk Identification: Assist in identifying, modeling and analyzing data related to customer purchasing behaviors, engagement metrics (e.g., NPS, CSAT), and lifecycle stages to uncover potential revenue growth opportunities and reduce customer churn.

• Visualization: Create and maintain customer-related dashboards and reports to effectively analyze customer experience performance, uncover insights and work with appropriate subject matter experts (SMEs) to recommend data-driven solutions.

• Segmentation: Utilize customer data to generate insights for refining Customer Tiers, personas, and journeys, providing stakeholders with the information needed to enhance strategy and enable tailored demand generation campaigns and product offerings that drive increased revenue per customer.

• Innovation: Stay current with industry trends and emerging technologies to continuously improve data analysis processes.

• Ad-hoc Analysis: Provide ad-hoc analysis of ERP and CRM data to troubleshoot customer-related issues, identify root causes, and empower data-driven solutions.

QUALIFICATIONS – REQUIRED

• Education: Bachelor's or Master's degree in Analytics, Data Science, Statistics, Computer Science, or a related field.

• Experience: Proven experience in data analysis and data modeling.  Basic understanding of customer experience metrics and concepts is a plus.

• Technical Skills: Proficiency in programming languages such as Python, R, or SQL; understanding of mining data in ERP and CRM systems such as SAP and Salesforce; and experience with data visualization tools like Power BI.

• Soft Skills: Strong problem-solving abilities, attention to detail, and excellent communication skills.

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Milliken is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to actual or perceived race, color, creed, religion, sex or gender (including pregnancy, childbirth or related medical condition, including but not limited to lactation), sexual orientation, gender identity or gender expression (including transgender status), ancestry, national origin, citizenship, age physical or mental disability, genetic information, marital status, veteran or military status or any other characteristic protected by applicable law.