Client Experience Marketing Analyst II (1482308)

Client Experience Marketing Analyst II

Contract: 3+ months- POSSIBILITY OF EXTENSION Pay rate:: w2 Hourly HYBRID SCHEDYLE: 2 DAYS A WEEK IN OFFICE CAN SIT IN TWO LOCATIONS: ATLANTA, GA OR CARMEL, INDIANA PT: 20 HOURS PER WEEK
OVERVIEW

We are looking for a client-obsessed, analytically sharp Client Experience Marketing Analyst II to join our team in a contractor capacity. This role directly supports the Client Experience Marketing Manager and Director across NextGear Capital and Manheim researching, building, and activating strategies that meaningfully improve the client journey, while championing a client-first culture across the organization. The ideal candidate translates data and client feedback into clear, compelling action. You will support CX project execution, ensure CX standards are applied consistently across all work, and bring a skilled analytical lens to performance reporting and insight development. You are a self-starter who can drive work through to completion while keeping the Manager and Director engaged and informed. You are equally comfortable analyzing client verbatims and call center trends, preparing materials for a facilitated client dialogue session, or developing enablement content that equips internal teams to deliver better client experiences. You bring structure to ambiguous challenges, communicate confidently across stakeholder levels, and are energized by work that directly shapes how clients experience our brands.
Job Requirements: Qualifications

3+ years of experience in a client experience, marketing, or insights-related role; B2B environment preferred.
Prior experience with CX or VOC platforms (e.g., Qualtrics, Medallia, Salesforce) and survey programs a plus.
Experience in the automotive industry preferred, not required.
Bachelor's degree in Marketing, Communications, Business, or related field; or equivalent combination of education and work experience
Key Responsibilities

Support and manage CX initiatives for each brand, aligning with strategic goals and client outcomes while maintaining consistent standards across projects for NextGear Capital and Manheim.
Champion client listening programs including survey administration, verbatim review, and trend analysis across OSAT and CSAT surfacing insights that directly inform strategy.
Analyze client feedback, call center data, and operational metrics to identify pain points, self-service barriers, and education gaps, then extract actionable insights that link CX performance to business results and support ongoing improvement.
Support journey mapping efforts by documenting client touchpoints, pain points, and moments that matter across key lifecycle stages and process areas.
Gather, distill and summarize key research and competitive intelligence to keep the CX team informed of insights that may affect strategies and project development.
Support and develop CX marketing support materials for assigned brand or focus areas, including client communications, self-service education content, process explainers, and internal enablement toolkits.
Support the CX Manager in planning client feedback sessions and advisory board meetings, including event logistics and project plan, research briefs, discussion guides, and post-session summaries.
Present content in client forums, leadership reviews, and stakeholder meetings by translating data into clear narratives that align with CX messaging and standards.
Promote a client-first culture by representing client perspectives in internal discussions and cross-functional decisions.
Work with cross-functional teams including Brand, Product Marketing, Field Marketing, Sales, and Operations to ensure consistent execution of CX strategy and messaging across all client touchpoints.
Track progress against CX improvement initiatives, identifying gaps and surfacing patterns that signal where strategy adjustments are needed proactively communicating findings to internal stakeholders.
Support agency partner coordination, including briefing preparation and deliverable tracking as directed by the Manager or Director.
Support execution of CX projects of varying scope managing timelines, flagging risks, coordinating deliverables, and keeping the Manager and Director fully aligned.
Manage multiple concurrent priorities simultaneously, responding to day-to-day operational needs while maintaining progress on longer-horizon strategic workstreams.
Continuously track budget activity and submit invoices for CX work on time.
Maintain and manage comprehensive yearly, quarterly, and monthly views of CX projects and timelines aligned to ongoing operating plans.
Leverage project management platforms to maintain high standards of quality, organization, and execution across all active workstreams.
Support the CX Director and Manager in continuously monitoring CX KPIs for all initiatives.
Identify, develop, and implement improvement recommendations to optimize existing CX programs and processes.
Skills & Competencies

Excellent analytical skills; able to combine data and feedback to provide actionable, strategic recommendations.
Proficient in data collection and reporting, presenting clear insights through reports and dashboards to teams and leaders.
Strong storytelling skills; able to turn complex CX insights into engaging narratives for diverse audiences.
Strong presentation skills able to influence partners and engage across all organizational levels, with adaptability for anticipated questions.
Consistently advocate for clients, prioritizing their needs and delivering solutions that create value and address pain points.
Collaborates proactively by asking questions, suggesting ideas, volunteering help, sharing resources, and removing obstacles to support team goals and growth.
Detail-oriented with strong time management and organizational skills, committed to achieving business goals.
Respond to daily operational tasks while advancing key projects that drive client and business needs.
Sets high standards for quality and efficiency, takes responsibility for results, and adjusts efforts as needed.
Energetic and motivating, able to inspire enthusiasm for CX among stakeholders.
Strong spoken and written communication skills for effective teamwork across departments.
Skilled in Microsoft Office (PowerPoint, Excel, Word, Teams); experience with CX/VOC platforms (Qualtrics, Medallia, Salesforce) and project management tools is a plus.
Self-motivated, proactive, independent, and keeps leadership informed when confronting ambiguity.

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