Customer Experience Analyst

HNI Corporation is a global family of brands for the workplace and home dedicated to enhancing the spaces where we live, work, and gather. We pride ourselves on fostering an environment where we make a positive impact on others; upholding our beliefs in integrity, inclusion and belonging.

Your Impact Starts the Day You Do!

What We Need:

The Customer Experience Analyst serves as a key escalation point for warranty and service issues, advocating for customers while balancing business needs. This role partners closely with cross-functional teams to investigate issues, identify root causes, and drive timely, effective resolutions that enhance the overall customer experience.

What You Will Do:

• Act as a customer advocate by balancing dealer and customer needs with business initiatives and operational constraints.
• Manage escalated warranty and service issues through RCx cards and Salesforce cases, ensuring accurate documentation and timely resolution.
• Partner with internal teams—including Quality, Engineering, Design, Manufacturing, and Distribution—to investigate issues and implement corrective actions.
• Analyze order, warranty, and service data to identify trends, risks, and opportunities for improvement.
• Contribute to the development and refinement of processes, tools, and reporting that improve visibility and efficiency.
• Share insights, feedback, and training materials to support continuous improvement across the customer experience.

What You Have:

• High school diploma or equivalent required;
  Associate’s degree preferred
• 1–2 years of experience in a manufacturing, quality, customer experience, or operations environment
• Hands-on experience with Oracle, Salesforce, and Microsoft Teams
• Working knowledge of root cause analysis and continuous improvement or Lean concepts preferred
• Strong organizational, communication, and problem-solving skills, with the ability to collaborate effectively and influence outcomes.