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Job Description
Job Summary BPI Analysts in CX work across customer-facing functions—such as sales, support, onboarding, and service delivery—to identify inefficiencies, bottlenecks, or friction points in customer journeys. They use analytical and collaborative skills to redesign processes, often in partnership with IT, operations, and marketing teams
Responsibilities Process Mapping & Analysis:
Document current customer workflows, identify pain points, and map future-state improvements
Stakeholder Engagement:
Collaborate with customer service, product, marketing, and IT to align process changes with CX goals
Requirement Gathering:
Translate customer feedback and operational challenges into actionable business requirements
Solution Design & Implementation:
Support Agile or waterfall delivery of process changes, including test planning, UAT, and training materials
Performance Tracking:
Monitor KPIs such as first-contact resolution, customer satisfaction (CSAT), and time-to-service to measure improvement impact
Automation & Integration:
Work with IT to automate manual steps, integrate systems, and improve scalability Qualifications Associate's degree in Business, Engineering, Manufacturing, or a STEM related field with 5+ years of relevant experience; Bachelor's degree preferred Experience supporting continuous improvement initiatives using Lean Manufacturing, Kaizen, SMED, 5S, or similar methodologies Strong analytical, problem solving, and root cause analysis skills with the ability to interpret data and drive process improvements Excellent communication, training, and presentation skills with the ability to collaborate effectively across all levels of the organization Strong organizational skills, attention to detail, and proficiency with Microsoft Office and data reporting tools Preferred Qualifications Six Sigma Green Belt Certification in project management PeopleSoft EPR experience Leadership Embodies the following values: serve, perform, influence, respect, innovate, team. Effectively communicates by motivating and inspiring others through clear and proactive communication. Delivers results and drives customer success by committing and focusing on outcomes to deliver results and making the customer the center of decisions. Makes balanced decisions and thinks strategically by being a forward thinker. Physical Demands / Working Environment Must be able to work in a corporate office setting. Prolonged periods sitting at a desk and working on a computer. Not the right fit? Let us know you're interested in a future opportunity by joining our Talent Community on jobs.genpt.com or create an account to set up email alerts as new job postings become available that meet your interest! GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons. Since 1928, GPC has set the standards for performance and value for our customers and our stakeholders. Today, we're proud to say we're the largest global auto parts network and a leading industrial parts distributor, one that offers rewarding careers that combine small company feel with a global scale. Our strengths are in the relationships we build and the value we deliver by merging local expertise with a global force.
