Customer Experience Business Systems Analyst

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Customer Experience Business Systems Analyst

Customer Experience Business Systems Analyst
Hybrid Remote
• Marlborough, MA

Reporting to the Vice President, Customer Experience, the Customer Experience (CX) Business Systems Analyst is an individual contributor and the primary operational systems and analytics partner for the Customer Experience organization. The role supports Customer Service, Dispatch, Inside Sales, and Key Accounts by improving KPI reporting and analysis, administering and optimizing CX platforms, translating business needs into system and process requirements, and supporting workforce forecasts, schedule creation, and headcount planning.

The Analyst works closely with CX leaders, Corporate IT, Data and Business Intelligence, Finance, Human Resources, and external vendors. This role equips leaders with accurate data, effective tools, and practical recommendations that support service, productivity, customer experience, and conversion. CX leaders retain accountability for personnel decisions, staffing approvals, day-to-day execution, and operating results.

• Partner with leaders across Customer Service, Dispatch, Inside Sales, and Key Accounts to define and document KPI formulas, data sources, business rules, reporting dimensions, owners, targets, and reporting cadence.
• Develop, maintain, and improve platform-native dashboards, recurring scorecards, real-time views, and ad hoc analyses. Partner with Corporate IT and Data or Business Intelligence resources on Power BI datasets, semantic models, and enterprise dashboards.
• Provide reporting and analysis for measures such as SLA, abandon rate, CSAT, order conversion, contact volume, productivity, forecast accuracy, schedule adherence, dispatch performance, sales activity, and Key Account service commitments.
• Reconcile data across platforms, identify inconsistencies, maintain a KPI data dictionary and report inventory, and coordinate correction of source, integration, calculation, or configuration issues.
• Perform trend, queue, funnel, variance, root cause, and scenario analysis. Translate findings into concise operational recommendations, expected impact, owners, and follow-up measures.
• Prepare analytics for operating reviews, workforce discussions, business cases, annual planning, and leadership requests.

• Serve as the primary CX functional administrator and business steward for Dialpad, PolyAI, Descartes, Salesforce, the homegrown ERP, and similar operational platforms, within approved IT and security controls.
• Configure and maintain approved queues, routing rules, IVR paths, skills, dispositions, notifications, templates, business workflows, dashboards, and role-based access. Coordinate technical changes or integrations with Corporate IT and vendors.
• Monitor platform usage and operational performance; provide functional support and issue triage; document incidents; and coordinate escalation, root cause analysis, resolution, and preventive action with the appropriate technical owner.
• Manage operational configuration and performance monitoring for conversational AI voice and chat workflows, including intents, customer paths, transfers, fallback logic, and handoff to live employees. Partner with business leaders on quality review and optimization.
• Identify opportunities to improve the homegrown ERP and other platforms. Document current-state pain points, future-state requirements, business value, priority, acceptance criteria, and dependencies for review with IT or development resources.
• Maintain configuration records, change logs, release calendars, support procedures, user guides, and training materials. Support adoption through demonstrations, office hours, and targeted training.

• Develop and maintain short-, medium-, and long-range workload forecasts by team, channel, and interval using historical demand, seasonality, productivity or handle-time assumptions, shrinkage, operating changes, and known business events.
• Translate forecasted workload into staffing requirements and draft schedules in partnership with the respective team leaders. Leaders approve schedules and retain accountability for attendance, deployment, and day-to-day workforce decisions.
• Build headcount and capacity scenarios that account for hiring, attrition, leave, training, service expansion, acquisitions, budget constraints, and changes in channel mix. Partner with Finance and Human Resources as appropriate.
• Measure actual performance against forecasts and plans, including volume, workload, coverage, schedule fit, adherence, overtime, and productivity. Explain material variances and recommend changes to assumptions, schedules, staffing, or processes.
• Provide…