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.
Skills Required
- Associate's degree in Business, Engineering, Manufacturing, or STEM with 5+ years of relevant experience
- Experience supporting continuous improvement initiatives using Lean, Kaizen, SMED, 5S, or similar methodologies
- Strong analytical, problem solving, and root cause analysis skills
- Excellent communication, training, and presentation skills with ability to collaborate across levels
- Proficiency with Microsoft Office and data reporting tools
- Experience supporting Agile or waterfall delivery, including test planning, UAT, and training materials
- Bachelor's degree
- Six Sigma Green Belt
- Certification in project management
- PeopleSoft ERP experience
Genuine Parts Company Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Genuine Parts Company and has not been reviewed or approved by Genuine Parts Company.
-
Retirement Support — Retirement programs include a 401(k) with company match and an Employee Stock Purchase Plan, with profit sharing and pension plans also mentioned. These elements indicate strong long-term financial support alongside ownership opportunities.
-
Healthcare Strength — Benefits encompass medical, dental, and vision coverage with HSA and FSA options plus income-protection coverages like life, AD&D, and disability. This breadth suggests a robust core health and protection offering.
-
Parental & Family Support — Paid maternity and paternity leave are provided in addition to short‑term disability, and an Employee Assistance Program supports families with counseling and life tools. These programs reinforce family support alongside standard PTO.
Genuine Parts Company Insights
What We Do
Genuine Parts Company (GPC), founded in 1928, is a global service organization engaged in the distribution of automotive and industrial replacement parts. We serve hundreds of thousands of customers from a network of more than 10,000 locations in 14 countries and have approximately 50,000 employees.
