Customer Experience Analytics Specialist - US

US Customer Experience Analytics Specialist

Location: Anderson, SC (Hybrid)

Grow your career in a role where data drives impact.

At Molnlycke, we help healthcare professionals deliver the best patient, clinical and economic outcomes. Behind every strong customer relationship is accurate data, operational excellence, and proactive insight.

We are now looking for a US Customer Experience (CX) Analytics Specialist to join our North America team in Anderson, SC. This is a high-impact analytical role supporting Customer Experience, Transportation, and Logistics teams - helping protect revenue, reduce penalties, and strengthen customer scorecard performance.

If you love digging into data, identifying trends, and turning analysis into action - this could be the opportunity for you.

What you'll do

As our CX Analytics Specialist, you will transform operational, logistics, and customer performance data into actionable insights that improve service and drive measurable business results.

Key Responsibilities

KPI Monitoring & Performance Visibility

• Monitor and maintain key operational KPIs across CX, Logistics, and Transportation.
• Identify trends, risks, and anomalies impacting service performance and revenue recognition.
• Proactively escalate performance gaps and partner with operational owners for follow-up.

Customer Scorecard & Penalty Analysis

• Analyze customer scorecards and validate scoring methodologies.
• Perform detailed first-level analysis to verify claims and identify discrepancies.
• Support dispute preparation by building data-backed validation tools.
• Help reduce unnecessary penalties through structured data analysis.

Appointment & Delivery Performance Analysis

• Evaluate on-time pickup and delivery performance.
• Analyze appointment window trends to identify congestion risks and bottlenecks.
• Support Quarterly Business Reviews (QBRs) with carriers and 3PL partners through clear, accurate reporting.

Trend & Root Cause Identification

• Identify recurring service issues using trend data.
• Assign and track root cause ownership across cross-functional teams.
• Document findings and support corrective action follow-up.

Order Pattern & Commercial Analytics

• Monitor customer ordering patterns and anomalies.
• Provide proactive insights to CX leadership and Commercial teams.
• Build dashboards and Excel-based tools to support business decisions.

Compensation & Benefits:

Offers of employment consider various factors, including experience, education, location, and role-specific requirements.

Beyond competitive pay, Molnlycke Health Care offers comprehensive benefits and fosters a supportive, inclusive culture that prioritizes employee well-being and professional growth. Join us and experience a workplace where your contributions are valued and your career can thrive!

Our comprehensive benefits package is designed to support your health, financial well-being, and work-life harmony.

• Medical, dental and vision plans are available from your first day of employment and provide extensive coverage through multiple options so you can find the right fit for you and your family.
• Financial benefits include a robust 401(k) plan with company match, profit sharing, tuition reimbursement, life insurance and both flexible spending accounts and health savings accounts.
• Molnlycke offers generous paid time off, paid parental leave, an Employee Assistance Program and lifestyle perks like discounted access to entertainment and travel.

What you'll bring

We're looking for a data-driven professional who enjoys solving problems and working cross-functionally in a fast-paced operational environment.

Required Qualifications

• Bachelor's degree in Business, Supply Chain, Data Analytics, or related field (or equivalent experience).
• Advanced proficiency in Microsoft Excel (pivot tables, complex formulas, data manipulation).
• Experience with Power BI or comparable BI tools (Tableau, Qlik, Domo, etc.).
• Strong analytical skills with the ability to translate complex data into clear business insights.
• High attention to detail and ability to manage competing priorities.
• Strong communication skills - able to explain findings to diverse stakeholders.

Preferred Experience

• 3+ years in analytics, customer experience, supply chain, or operational support.
• Experience supporting logistics, transportation, or customer scorecard processes.
• ERP system experience (SAP preferred).
• Experience with Transportation Management Systems (TMS).

We are open to early-career professionals with strong analytical foundations, including internship experience in supply chain or analytics.

Our approach to Diversity and Inclusion

We're building a workplace where everyone feels seen, heard, and valued. We believe that a diverse mix of people (from different cultures, ages, geographies, and genders) makes us stronger. It brings fresh perspectives, drives better decisions, and helps us deliver solutions that reflect the world we serve. Inclusion isn't just a value; it's how we work, grow, and lead together.

About Molnlycke

Molnlycke is a world-leading medical products and solutions company that equips healthcare professionals to achieve the best patient, clinical, and economic outcomes.

Our business is organized in the four business areas Wound Care, Operating Room Solutions, Gloves and Antiseptics, where customer centricity, sustainability and digitalization are at the heart of everything we do.

Molnlycke employs around 8,400 people. The company headquarters are in Gothenburg, Sweden, and we operate in more than 100 countries worldwide. Since 2007, the company has been part of Investor AB, an engaged owner of high-quality, global companies, which was founded by the Wallenberg family in 1916. For more information, please visit www.molnlycke.com and www.molnlycke.com/careers