Customer Experience (CX) Business Analyst

Position Summary

The Customer Experience Business Analyst advances the effectiveness of Casella’s customer experience operations by analyzing customer support technologies, service processes, operational metrics, and business requirements in order to improve customer satisfaction, operational efficiency, and organizational performance. The role identifies, evaluates, and implements customer-focused initiatives by partnering with Customer Experience, Information Technology, Operations, Sales, Marketing, Finance, and other stakeholders to optimize customer engagement platforms, contact center systems, and service delivery workflows.

The position translates business needs and operational data into actionable solutions through process analysis, systems administration, reporting, and project leadership to enhance service capabilities, support continuous improvement, and maximize value for customers and shareholders. The role monitors the effectiveness of implemented technologies and initiatives through performance analytics and stakeholder collaboration to ensure sustainable business outcomes and successful adoption across the organization.

 

Hiring Range:  $73,900-$96,000

Key Responsibilities

• Leads customer experience technology and process improvement initiatives through structured project management, stakeholder engagement, and cross-functional collaboration to ensure strategic customer service objectives are achieved and organizational value is realized.
• Analyzes customer interaction data, service performance metrics, and operational trends using reporting tools, dashboards, and advanced analytical techniques to identify opportunities for service enhancements, cost efficiencies, and improved customer outcomes.
• Develops business requirements and solution recommendations through stakeholder interviews, process mapping, workflow evaluations, and service design sessions to ensure technology investments align with operational and customer experience goals.
• Administers and optimizes customer support systems, contact center platforms, CRM applications, IVR technologies, CCaaS capabilities, and AI-enabled solutions through system configuration, testing, monitoring, and continuous evaluation to improve service delivery effectiveness and customer accessibility.
• Partners with Customer Experience leadership, Information Technology, and business unit stakeholders through consultation, planning, and governance processes to ensure customer-focused initiatives are aligned with enterprise priorities and operational requirements.
• Designs and maintains operational reporting tools and executive dashboards using business intelligence platforms, customer experience data sources, and visualization methodologies to provide meaningful insights that support informed business decisions.
• Evaluates new technologies, automation opportunities, and emerging customer engagement capabilities through pilot programs, performance assessments, and business case development to maximize service innovation and organizational return on investment.
• Supports workforce planning and operational forecasting activities through analysis of interaction volumes, channel utilization trends, and customer demand patterns to ensure staffing strategies effectively meet service level objectives.
• Facilitates organizational adoption of new systems, technologies, and processes through training development, communication planning, user support, and change management practices to promote successful implementation and sustained operational performance.

Nature & Scope

Casella Waste Systems operates in a highly customer-centric and service-driven environment where timely, accurate, and efficient interactions directly influence customer retention, regulatory compliance, operational effectiveness, and financial performance. The Customer Experience organization is responsible for supporting customers across multiple service lines and communication channels while continuously improving the customer journey through technology, process innovation, and operational excellence.

Within this environment, the Customer Experience Initiatives & Systems Administrator serves as a key contributor in advancing customer-focused technologies, business processes, service delivery models, and operational analytics. The position operates in a dynamic setting characterized by evolving customer expectations, increasing digital service adoption, emerging automation capabilities, and the ongoing need to balance exceptional service experiences with operational efficiency.

The Customer Experience Business Analyst reports directly to the Senior Manager of Customer Experience Initiatives as an individual contributor without direct supervisory responsibility; however, it may provide project leadership and functional guidance to cross-functional teams involved in customer service initiatives. Success requires the ability to influence outcomes across departments without direct authority while coordinating complex initiatives involving multiple stakeholders and competing priorities.

The role is responsible for bridging business operations, customer experience strategy, and enabling technologies. The position evaluates existing customer service processes and systems, identifies opportunities for improvement, develops recommendations, and supports implementation efforts that enhance both the customer and employee experience.

A substantial portion of the role involves analyzing business requirements, transforming operational challenges into practical solutions, and ensuring technology platforms effectively support customer-facing processes. The incumbent serves as a subject matter resource regarding customer support systems, contact center technologies, customer interaction workflows, performance reporting, and service optimization initiatives. The position also contributes to project planning, testing, adoption strategies, and post-implementation performance measurement to ensure intended business benefits are achieved.

The Customer Experience Business Analyst encounters complex challenges that require both analytical and conceptual thinking. The position must often evaluate incomplete or conflicting information from multiple business groups, identify root causes of service inefficiencies, and recommend solutions that address operational needs while supporting long-term strategic objectives.

Problem solving frequently involves balancing customer expectations, system capabilities, regulatory considerations, operational constraints, and budgetary requirements. The role must assess the impact of technology changes across multiple stakeholders and service channels, anticipate downstream effects, and develop scalable solutions that improve performance without disrupting service continuity. Considerable judgment is required to prioritize opportunities, evaluate emerging technologies, interpret performance data, and recommend improvements with measurable business impact.

The position operates with significant independence in the execution of assigned projects, analysis activities, and system administration responsibilities. General objectives, priorities, and project expectations are established by management; however, the incumbent exercises substantial discretion in determining analytical approaches, facilitating stakeholder discussions, developing recommendations, and managing day-to-day project activities.

Work is reviewed primarily through achievement of project milestones, quality of recommendations, implementation outcomes, system performance results, and stakeholder satisfaction. Significant technology investments, policy changes, budget commitments, and strategic business decisions typically require management review and approval; however, the role independently develops recommendations, conducts analyses, and provides expert guidance that directly influence decision-making outcomes.

The role maintains frequent interaction with Customer Experience leadership, Contact Center Operations, Workforce Management, Information Technology, Sales, Marketing, Finance, Operations leaders, Learning and Development teams, and frontline customer service personnel. These interactions involve gathering business requirements, presenting recommendations, facilitating process improvements, influencing adoption of new technologies, and monitoring operational performance.

Externally, the position may interact with software providers, implementation partners, consulting resources, telecommunications vendors, and customer experience technology suppliers to evaluate capabilities, coordinate implementations, resolve system issues, and support ongoing platform optimization. The nature of these relationships requires strong communication, facilitation, negotiation, and influencing skills to achieve desired business outcomes.

Education, Experience & Qualifications

Successful candidates will have a bachelor’s degree in business administration, data analytics, information systems, or a related field, or an equivalent combination of education and relevant experience. A minimum of three years of progressive experience in a business analyst, customer support systems analyst, customer experience analyst, contact center technology, or related role within a customer service or contact center environment is required. Experience working with CRM platforms, contact center technologies, workforce management concepts, business intelligence tools, process improvement methodologies, and cross-functional project teams is strongly preferred. Proficiency in data analysis, dashboard development, reporting tools such as Power BI or Tableau, and advanced Microsoft Excel is expected. Experience with customer engagement platforms, IVR systems, CCaaS technologies, AI-enabled customer support solutions, Agile methodologies, and business requirements documentation is highly desirable. Demonstrated ability to communicate complex technical concepts to business audiences and translate operational needs into practical technology solutions is essential.

Attributes

Demonstrates strong analytical thinking, intellectual curiosity, business acumen, and customer-focused decision-making. Possesses the ability to influence stakeholders at multiple organizational levels while effectively balancing strategic priorities, operational requirements, and technology capabilities.