Customer Experience Ops & Insight Analyst - Westchester, IL

Follett Corporation
$40,000.00 - $110,760.00 / yr
paid time off, paid holidays, 401(k)
United States, Illinois, Westchester
Jul 22, 2026
Back Customer Experience Ops & Insight Analyst #26-30372 Westchester, Illinois, United States Apply X Facebook LinkedIn Email Copy Job Category Store Operations Full-Time/Part-Time Full-time Job Description Position Overview Follett Higher Education is a leading educational service provider and omnichannel retailer that provides students, faculty and staff, parents, and fans with the course materials, learning tools, and retail services needed to successfully support the collegiate journey. Follett Higher Education supports over 6 million students through its 1,100 physical and 1,750 eCommerce campus stores across North America. The Customer Experience Analyst is responsible for monitoring, analyzing, and improving customer experience across retail and service channels. This role focuses on managing customer feedback and service desk ticket trends, supporting customer experience improvement initiatives, and developing KPIs, dashboards, and reporting that measure operational performance and customer satisfaction outcomes. The ideal candidate combines analytical capabilities with strong organizational and communication skills to identify root causes, recommend process improvements, and help drive consistent, high-quality customer experience. Responsibilities Customer Experience Monitoring & Analysis: Analyze customer service desk tickets, escalations, and feedback trends to identify recurring issues and operational opportunities. Monitor customer experience metrics, including response times, resolution rates, satisfaction scores, and service quality indicators. Conduct root cause analysis on customer pain points and partner with operational teams to recommend corrective actions. Identify trends across channels, including in-store, ecommerce, delivery, and support interactions. Reporting & KPI Development: Develop and maintain customer experience dashboards, scorecards, and recurring executive reporting. Create KPIs and operational metrics related to customer satisfaction, ticket management, fulfillment, response times, and service quality. Track performance against established goals and communicate progress to leadership teams. Ensure reporting accuracy, consistency, and actionable insights across departments. Customer Experience Improvement Initiatives: Support customer experience improvement projects from planning through execution. Collaborate with cross-functional teams, including operations, ecommerce, retail, customer service, and technology teams. Assist in documenting workflows, service standards, and process improvements. Measure the impact of implemented initiatives and recommend ongoing enhancements. Service Desk & Operational Support: Review service desk workflows and identify opportunities to improve efficiency and customer responsiveness. Help establish service level expectations and escalation procedures. Support continuous improvement efforts related to customer issue resolution and communication standards. Assist with audit, compliance, and operational review activities tied to customer experience programs. Requirements Bachelor's degree or equivalent in Business, Analytics, Operations, or related field preferred. 3-5 years of experience in customer experience, business analysis, retail operations, service operations, or related analytical roles. Experience working with customer service platforms, ticketing systems, or CRM tools. Strong analytical and problem-solving skills with the ability to interpret operational and customer data. Excellent written and verbal communication skills. Ability to manage multiple projects and priorities in a fast-paced environment. Experience supporting retail, ecommerce, or omnichannel customer operations. Familiarity with KPI development and performance management methodologies. Experience with survey platforms, VOC (Voice of Customer) programs, or customer satisfaction analysis. Knowledge of process improvement methodologies such as Lean or Six Sigma is a plus. Job Details Pay Range Pay Range The estimated pay range for this job. Disclosing pay information promotes competitive and equitable pay. The actual pay rate will depend on the person's qualifications and experience. $40,000.00 - $110,760.00 / year Pay Transparency The annual salary/hourly rate range has been established based on the role, experience, skill set, and location. The exact starting salary/hourly rate within the range will depend on the role and the local market. This position may be eligible to participate in one of the Company's incentive plans. The amount of any incentive payment varies and is subject to the terms and conditions of the applicable incentive plan. We offer a comprehensive benefits package which includes medical, dental, vision, disability, wellness programs, 401(k) plan, flex spending, paid holidays, and paid time off. Eligibility for benefits is governed by the applicable policies and plan documents.