Senior Analyst, Customer Experience

White Cap Supply Holdings, LLC • $85K — $110K *
US-AnywhereRemote in Georgia, US
Business Services
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in a related field; advanced degree preferred.
  • 5-8 years of experience in customer experience, survey management, or related area.
  • Demonstrated analytical skills with a systems thinking approach.
  • Expertise in NPS methodology and survey data analysis.
  • Familiarity with Qualtrics or equivalent VoC platforms, including survey design and reporting.

Responsibilities

  • Manage the execution of NPS and transactional survey programs end-to-end.
  • Ensure accuracy and completeness of survey data across customer segments.
  • Analyze VoC data to identify trends and root causes impacting CX initiatives.
  • Produce standardized reports and dashboards for internal stakeholders.
  • Maintain data integrity by managing duplicates and validating responses.

Benefits

  • Flexibility to work remotely or in a hybrid arrangement.
  • Opportunity for professional development in customer experience management.
  • Exposure to advanced data analysis tools and VoC methodologies.
  • Involvement in strategic decision-making processes within the company.
Full Job Description
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.

About White Cap Supply Holdings, LLC

White Cap Supply Holdings, LLC Careers

There has never been a better time to join the dynamic team at White Cap Supply Holdings, LLC—the leading distributor of specialty construction and industrial supplies.

Work You’ll Do

Join White Cap Supply Holdings, LLC's industry-leading team to assist some of the most significant construction projects and industrial services in mastering their operational challenges with innovative solutions. Transform the landscape of supply chain management with the best minds at White Cap, where leadership in innovation and a commitment to operational excellence are at the forefront. Lead from a unique position in the marketplace, at the intersection of industry expertise and digital innovation. Work with a nationwide team of business and technology advisors to help clients streamline their procurement and supply chain strategies. Collaborate with a robust team of professionals dedicated to maintaining the highest standards in the supply industry.

Introducing the White Cap Professional Growth and Development Initiative

The initiative is building a market-leading team to help some of the most well-known companies and projects master their operational efficiency and innovation.

Do Innovative Work

Join a group of dedicated professionals at the intersection of technology, industry expertise, and digital innovation.

Drive Innovative Solutions

Deliver targeted solutions through a depth and breadth of experience and innovation that’s second to none.

Be Part of a Great Team

Engage with a wide-ranging technology stack and harness the capabilities, national scale, and solution development of a powerhouse team.

Future-proof Your Career

Advance as far as your ambition takes you with nearly limitless opportunities to grow your career with unmatched training, development, and certification support.

Explore Job Opportunities

White Cap Supply Holdings, LLC positions itself as a leader in providing job opportunities that foster professional growth and skill enhancement in a diverse and inclusive work environment.

The White Cap Edge

The combined service capabilities, national scale, and joint solution development help clients overcome challenges and lead transformation in their industries. Clients across the nation look to White Cap Supply Holdings, LLC for new strategies and solutions to drive growth and innovation in the construction and industrial sectors. Bringing together dedicated professionals, White Cap empowers enterprises to thrive in an era of significant industrial advancement.

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Learn more about White Cap Supply Holdings, LLC
Industry
Real Estate & Construction
* Ladders Estimates

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