Position Overview
We are seeking a CX Business Analyst to turn customer, operational, and financial data into clear insights, practical recommendations, and measurable business outcomes. This role will help the organization move from reactive reporting to predictive, insight-led decision-making across customer experience, field service, scheduling, care, and continuous improvement initiatives.
The ideal candidate is curious, analytical, and action-oriented, with the ability to translate complex data into concise business narratives, influence cross-functional stakeholders, and support initiatives that improve customer satisfaction, operational performance, and margin growth. This person should also be comfortable using modern AI tools responsibly to accelerate analysis, automate workflows, and help develop scalable agent-assisted processes.
Responsibilities
Collect, clean, validate, and analyze data from multiple sources to ensure reporting is accurate, complete, and actionable.
Translate customer experience, operational, and financial data into insights, value cases, and recommended actions for leadership.
Build, maintain, and automate recurring and ad hoc dashboards, reports, and performance views using tools such as Power BI.
Develop predictive and reactive analytics that identify customer trends, churn risks, process gaps, and performance improvement opportunities.
Partner with functional leaders across customer experience, field service, scheduling, care, IT, and continuous improvement to define priorities, align on targets, and drive follow-through.
Lead insight-to-action tracking by documenting recommendations, owners, due dates, expected value, and realized impact.
Support monthly business reviews, performance routines, and initiative updates with clear reporting, concise commentary, and executive-ready materials.
Maintain a KPI and metric definition guide to ensure consistent business definitions, calculations, and reporting standards.
Identify reporting, data quality, and process improvement opportunities; partner with IT and business owners to improve source data, definitions, and reporting logic.
Use AI-enabled tools responsibly to accelerate analysis, summarize findings, draft requirements, identify automation opportunities, and support development of agent-assisted workflows that improve speed, consistency, and customer outcomes.
Qualifications
3–5 years of experience in analytics, business analysis, service operations, customer experience, consulting, or a related operational role.
Strong analytical skills with the ability to connect data, business context, and operational realities into practical recommendations.
Experience building and using data visualization tools such as Power BI; ability to design dashboards that are clear, automated, and business-friendly.
Strong Microsoft Office skills, especially Excel and PowerPoint; Salesforce.com experience is a plus.
Strong communication skills with the ability to explain complex findings in a clear, concise, and leadership-ready manner.
Demonstrated ability to influence, collaborate, and hold stakeholders accountable across multiple teams.
High attention to detail, data accuracy, and follow-through.
Comfort working in a fast-paced, evolving environment with a proactive, go-getter mindset.
AI literacy and curiosity, including comfort using generative AI tools, identifying automation opportunities, and translating business needs into requirements for AI-enabled workflows, agents, or decision-support tools.
Bachelor’s degree or equivalent experience preferred; MBA or advanced analytics/business training is a plus.
Willingness to travel occasionally, approximately 2–3 nights per quarter.