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CX (Customer Experience) Analyst

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CX (Customer Experience) Analyst

Description

Transform Customer Data Into Action

Be Part of How We Redefine Customer Experience

Who We Are

Join the business behind the world’s brands.
We’re Ingram Micro—a people‑first technology partner reaching nearly 90% of the world’s population. As a leading company in the global information technology ecosystem, we connect technology manufacturers and cloud providers with business‑to‑business technology experts worldwide. Our unmatched market reach, diverse portfolio, and digital platform, Ingram Micro Xvantage™, set us apart as we continue redefining distribution.

How Our Team Works

Collaboration at the heart of innovation.
The Platform Services & Support (PSS) organization is central to delivering seamless, high‑quality customer experiences across Ingram Micro’s platform‑first ecosystem. Our Customer Experience (CX) team partners closely with product, support operations, journey leads, and leadership to translate customer signals into meaningful improvements.

Together, we focus on clarity, accountability, and continuous improvement—because it works when we work together.

Our Values in Action

We shape the future with cutting‑edge technology while fostering a culture built on:

  • Collaboration and trust
  • Data‑driven decision‑making
  • Continuous learning and improvement
  • A shared commitment to better customer outcomes

What You’ll Do as the CX Analyst (Professional, Business Analysis)

Your role in making an impact.


As a Customer Experience Analyst, you serve as the analytical backbone for PSS organization, transforming customer, operational, and behavioral data into insights that improve both customer outcomes and operational performance.

Key responsibilities include:

  • Building and maintaining CX dashboards and recurring reporting to support PSS leadership and stakeholders
  • Analyzing customer behavior, support trends, and journey performance across channels
  • Monitoring and interpreting key CX and support KPIs, including CSAT, CES, MTTR, escalations, and repeat contacts
  • Identifying predictive risk indicators, customer friction points, and emerging experience trends
  • Supporting executive‑level reporting, QBRs, and business reviews with clear data storytelling
  • Partnering with Journey Leads and cross‑functional teams to quantify experience improvements and business impact

Your insights will directly influence how we prioritize improvements, reduce friction, and deliver better experiences at scale.

What You Bring to the Role - Your strengths, our vision. We’re looking for someone who combines strong analytical capability with a passion for customer experience.

What would make a great fit:

  • Around 4+ years of experience in analytics, business intelligence, customer insights, or operations analytics
  • Hands‑on experience with SQL and data visualization tools such as Power BI, Tableau, or Qlik.
  • Ability to translate complex data into clear, compelling stories for technical and non‑technical audiences
  • Experience with predictive analytics, text analytics, or NLP is helpful, but not required—we support continuous learning
  • Comfort working cross‑functionally in a fast‑moving, global environment
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Our Culture makes Ingram Micro a Great Place to Work ®

Ingram Micro Philippines stands as a beacon of excellence in the corporate landscape, celebrated as a Great Place to Work® for five consecutive years. This isn't just a title; it's a testament to our vibrant culture rooted in trust, inclusion, performance, and innovation. Here, we don't just work; we thrive together in an environment that values every voice and nurtures every talent.

Learn more about Ingram Micro in The Philippines

We are #OneIngramMicro

Our People are the threads in the rich tapestry of cultures and ideas that define us, showcasing the power of diversity.

Ingram Micro's culture of recognition fosters pride in the value each employee contributes to business success. Employees are not just productivity numbers, but valued for their skills and collaboration. Employee resource groups allow for free expression and shared purpose, highlighting the importance of employee satisfaction. Outside of work, employees find joy in new hobbies, travel, and meeting people with diverse perspectives. Most importantly, employees are present in the lives of those who matter most. Ingram Micro is truly a great place to work.

Jasmin C. Dela Vega Supervisor, Sales Operations
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As someone who has been in the BPO industry for several years, I can confidently say that my career growth has been significantly supported by the team at Ingram Micro. They have provided me with ample opportunities to develop my skills and have constantly encouraged me to push myself beyond my limits. Additionally, the company culture is one that fosters creativity, collaboration, and innovation, making it an ideal workplace for employees looking to excel in their careers.

Brian Gerald Go Consultant, Global Reporting & Data Analytics
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Ingram Micro stands out for more than just its generous perks, recreational activities, and benefits. The company's care for employees' financial, mental, physical, and emotional needs through various platforms is remarkable. They provide a feeling of being part of an organization even after college, supporting employees as individuals with lives outside work. Ingram Micro invests in learning and development, helping employees achieve professional growth while aiding the company's success. This focus on employee well-being and growth drives productivity and fosters long-term commitment. Ingram Micro is truly great.

Emman Tatunay Professional, Sales Operations
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Working for more than a decade at Ingram Micro is a testament of how good a company it is in nurturing its people. I have been provided not only a professional network but also a sense of family. I had the opportunity to develop relationships and build expertise in specific areas. Such experience fosters a sense of loyalty and commitment to the company. It also opened opportunities for career growth; my journey from Sales to Project Management is by no means easy but is rich in learning and development.

Maricar Gentelizo Sr Professional, Digital Enablement
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Helping businesses reach their global potential

At Ingram Micro we are dedicated to a shared set of principles that unites and guides us to better decisions and behaviors.

Delivering successful results, embracing change with courage, and acting with integrity every time and everywhere. We revel in using our imagination with creativity, agility and resourcefulness, we act with responsibility, and we are proud of our talent. 

Go to our global careers page

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