Customer Exp Analyst II

IGT, where innovation meets entertainment on a global scale!  From the casino floor to your mobile screen, we deliver thrilling, responsible, and unforgettable gaming experiences—powered by world‑class content, strong technical and commercial capabilities and nurtured by a culture of collaboration, accountability, and ownership.

Whether it’s spinning reels, placing bets, or enabling secure payments, we turn innovation into impact through disciplined execution and long‑term value creation. With a team of over 6,000 employees across 30+ countries and products delivered in more than 100 jurisdictions worldwide, we operate at scale while staying closely connected to customers we serve. If you’re ready to bring your talent to a team shaping the future of entertainment, your next big move starts here - www.igt.com.

Overview

The Customer Experience Analyst II independently performs audits of deliveries, shipment documentation, and material readiness based on risk, identifying errors, gaps, and systemic risks before they reach customers. Based in Reno within Quality Systems, the role reports to the Supervisor, Customer Experience. It documents findings, coordinates correction with subject matter experts and process owners, and verifies effectiveness. Audit findings and business risk signals guide improvements to audit coverage and upstream controls, supporting delivery reliability, regulatory and contractual compliance, and customer experience while reducing the cost of poor quality.

Responsibilities

• Perform risk-based pre-customer audits of deliveries, shipment documentation, and material readiness to verify accuracy, completeness, and conformance to applicable customer, business, and regulatory requirements.
• Review relevant order and delivery information in SAP and supporting systems, including sales order and configuration details, packing and shipping documentation, required materials, carrier requirements, software, and other delivery or installation dependencies as applicable.
• Identify, document, classify, and communicate audit findings in the Delivery Audit Jira project with clear supporting evidence, impact, source or process owner, and required follow-up; escalate issues with significant customer, compliance, schedule, or business risk.
• Report findings to the responsible SME or process owner, support containment and correction, and follow through to verify that corrective actions address the identified condition and reduce recurrence risk.
• Analyze Delivery Audit findings together with Customer Quality Complaints (CQC) involving issues that reached customers, Senior Leadership Team (SLT) escalations, new product introduction (NPI) activity, new customer openings, and other risk signals to recommend changes to audit scope, sampling, checklists, controls, and preventive actions.
• Work cross-functionally with Global Order Management, Sales, Traffic, Shipping, Logistics, Field Services, Manufacturing, Engineering, Quality, Compliance, and other stakeholders to improve delivery readiness and right-first-time customer execution.
• Cross-train across Sales Order Audit and Conversion Audit activities to support cyclical workload changes, share lessons learned, standardize audit methods, and contribute to improved tools, automation, and process controls.
• Independently investigate delivery discrepancies involving incomplete or conflicting information, system handoffs, order changes, material availability, documentation errors, logistics requirements, and recurring process issues. Use evidence, data, and sound judgment to distinguish isolated errors from systemic risks, identify the responsible owner, recommend containment or escalation, and verify correction before customer impact.

Qualifications

Minimum Education and Experience

• High school diploma or GED, or equivalent relevant experience.
• 3 to 5 years of experience in quality, auditing, order management, logistics, shipping, manufacturing, field operations, or a related operational environment, including experience using ERP or system-based order and delivery data.

Preferred Qualifications

• Associate or bachelor's degree in Quality, Supply Chain, Business, Operations, Engineering, or a related discipline.
• 5+ years of experience auditing or validating complex orders, deliveries, or operational processes.
• Experience with SAP, Jira, regulated gaming products, logistics, or cross-functional corrective-action processes.
• Internal auditor, Lean/Six Sigma, ASQ, or equivalent quality certification. No licenses or certifications are required.

Knowledge and Skills

• Working knowledge of the ORBIT (Order, Review, Build, Install, Track) fulfillment process, including order configuration, delivery creation, material readiness, logistics, shipping, installation dependencies, and customer requirements.
• Practical understanding of SAP or comparable ERP transactions, Jira-based issue tracking, and quality audit methods.
• Understanding of how Global Order Management, Traffic, Shipping, Logistics, Field Services, Manufacturing, Engineering, Compliance, and Quality work together to deliver complete and accurate customer orders.
• Understanding that audits provide a preventive safeguard while source processes retain accountability for quality.
• Ability to independently investigate complex delivery discrepancies, evaluate evidence, distinguish isolated errors from systemic risks, and exercise sound judgment on containment, escalation, and corrective-action effectiveness.
• Clear written documentation and effective verbal communication, including the ability to communicate audit evidence objectively and challenge assumptions professionally.
• Ability to influence corrective action without direct authority, escalate risks appropriately, and collaborate with subject matter experts and process owners under time-sensitive delivery conditions.
• Ability to use audit findings and trends to improve upstream process controls and audit priorities across functions and regions and help prevent damaged products, missing materials, incorrect order details, shipping requirement misses, software discrepancies, and other delivery or installation issues.

IGT is committed to sustaining a workforce that reflects the diversity of the global customers and communities we serve and to fostering an inclusive environment where all employees feel valued, respected, and engaged. IGT is an equal opportunity employer and provides equal employment opportunities without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We thank all applicants for their for applying; however, only those selected to interview will be contacted. 

  
Base pay is one component of IGT’s total rewards program. Depending on the role, employees may be eligible for bonus or commission opportunities. IGT also offers a comprehensive benefits package, which may include a 401(k) savings plan with company contributions, medical, dental, and vision insurance, life and disability coverage, paid time off, tuition reimbursement, and other wellness programs, subject to eligibility requirements. 

IGT is the global leader in gaming. For more information, please visit www.igt.com.