Customer Experience Analyst
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Monthly Salary:
Posted on:
22 hours ago
Vacancies:
1 Vacancy
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Job Summary
Description
Position at Wild Fork Foods
Customer Experience Analyst Insights/WoW Community Engagement
Built on the purpose of nourishing a better life Wild Fork is transforming the way we shop for and consume protein. By controlling every step of the process from farm to fork we offer the highest quality meat and seafood at the most affordable prices. As a rapidly growing omnichannel brand we are committed to delivering exceptional customer experiences across all touchpoints.
We are seeking a Customer Experience Analyst who is deeply curious about customers and passionate about improving how they experience our brand. This role is more than reporting it is the voice of the customer within Wild a protein-led retail business where trust clarity and habit drive loyalty this role ensures customer feedback is continuously captured translated into insight and activated into measurable experience improvements.
The ideal candidate naturally asks why behind trends connects patterns across store and digital journeys and proactively identifies friction points before they impact retention. You will help build a true Customer for Life culture by ensuring insights directly influence service quality operational excellence and long-term growth.
Key Responsibilities
Voice of Customer & Data Management 30%
- Maintain and optimize customer experience databases supporting surveys reports research and NPS dashboards
- Manage daily Net Promoter Score (NPS) programs across platforms (Solucx Freshdesk Yotpo) to ensure full coverage of customer touchpoints
- Integrate and validate data across systems to ensure accuracy consistency and real-time leadership visibility
- Build and maintain automated dashboards to monitor NPS SAC performance refund trends and emerging issues
- Identify recurring themes in customer feedback (pricing clarity product quality variable weight understanding store experience digital friction)
Reporting & Insights 30%
- Deliver regular NPS and customer sentiment reporting segmented by channel (App Website Store Commercial Pricing Quality)
- Translate feedback into clear actionable insights tied to business KPIs such as repeat rate refund rate retention and satisfaction
- Conduct root cause analysis on refunds discounts and recurring service issues recommending corrective action plans
- Serve as the internal advocate for customers by bringing insight into cross-functional discussions and decision-making
Online Community & Reputation Management 25%
- Manage daily engagement across Unlimited Google Yelp and other platforms with timely empathetic responses
- Protect and strengthen brand reputation by maintaining a consistent tone of voice aligned with the brand values
- Escalate high-impact or sensitive issues and ensure proper resolution tracking and feedback loops
- Identify reputation trends and proactively recommend improvements to customer communication and experience
Experience Improvement & Transformation 15%
- Act as a customer-first transformation agent identifying friction points across store and digital journeys
- Partner with Operations Marketing Product and Customer Service teams to implement measurable improvements
- Track the impact of experience enhancements on loyalty repeat behavior and satisfaction metrics
- Continuously refine workflows and reporting to improve organizational responsiveness to customer needs
Requirements
- Deep intellectual curiosity about customer behavior and a strong instinct to ask why behind trends and feedback
- Proven ability to act as the voice of the customer and influence cross-functional teams to improve experience and retention
- Experience analyzing customer feedback support trends and operational data to generate actionable insights
- Minimum 2 years of experience with customer journey mapping and service design principles to identify friction points
- Strong understanding of customer experience KPIs (NPS CSAT refund rates AHT resolution metrics retention indicators)
- Proficiency with CRM platforms ticketing systems and analytics tools (e.g. Freshdesk Qlik Power BI)
- Excellent verbal and written communication skills with the ability to translate complex findings into clear recommendations
- Strong problem-solving skills including root cause analysis and issue trend identification
- Passion for retail and food experiences with an appreciation for how customers shop cook and plan meals
- Adaptability to evolving customer expectations and omnichannel service environments
- Bilingual or multilingual abilities (preferred)
EOE/M/F/VET/DISABLED DRUG FREE WORK PLACE
Required Experience:
IC
Key Skills
- Computer Science
- user experience
- User Interface
- SME
- CSS
- Interaction Design
- Windows
- Android
- Usability Studies
- Visual Design
- HTML
- User Research
- JavaScript
- Web Services
- Wireframes
About Company
JBS Foods is a leading global food company, with operations in the United States, Australia, Canada, Europe, Mexico, New Zealand and the UK.
