Customer Experience (CX) Business Analyst

Advances the effectiveness of Casella’s customer experience operations by analyzing customer support technologies, service processes, operational metrics, and business requirements to improve customer satisfaction, operational efficiency, and organizational performance. 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. 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. 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.

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.

About the Role

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 supports customers across multiple service lines and communication channels while continuously improving the customer journey through technology, process innovation, and operational excellence.

The Customer Experience Business Analyst serves as a key contributor in advancing customer-focused technologies, business processes, service delivery models, and operational analytics. The role 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.

Reports directly to the Senior Manager of Customer Experience Initiatives as an individual contributor without direct supervisory responsibility but may provide project leadership and functional guidance to cross-functional teams. Success requires the ability to influence outcomes across departments without direct authority while coordinating complex initiatives involving multiple stakeholders and competing priorities. The role bridges 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. Contributes to project planning, testing, adoption strategies, and post-implementation performance measurement to ensure intended business benefits are achieved.

Encounters complex challenges requiring both analytical and conceptual thinking. Must 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 involves balancing customer expectations, system capabilities, regulatory considerations, operational constraints, and budgetary requirements.

Assesses the impact of technology changes across multiple stakeholders and service channels, anticipates downstream effects, and develops 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.

Operates with significant independence in executing assigned projects, analysis activities, and system administration responsibilities. General objectives, priorities, and project expectations are established by management, but 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.

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, 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.

Requirements

• Bachelor’s degree in business administration, data analytics, information systems, or a related field, or an equivalent combination of education and relevant experience.
• 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.
• Experience working with CRM platforms, contact center technologies, workforce management concepts, business intelligence tools, process improvement methodologies, and cross-functional project teams.
• Proficiency in data analysis, dashboard development, reporting tools such as Power BI or Tableau, and advanced Microsoft Excel.
• Experience with customer engagement platforms, IVR systems, CCaaS technologies, AI-enabled customer support solutions, Agile methodologies, and business requirements documentation.
• Demonstrated ability to communicate complex technical concepts to business audiences and translate operational needs into practical technology solutions.

Skills

• Strong analytical thinking, intellectual curiosity, business acumen, and customer-focused decision-making.
• Ability to influence stakeholders at multiple organizational levels while effectively balancing strategic priorities, operational requirements, and technology capabilities.

Pay

$73,900-$96,000