Customer Experience (CX) Business Analyst

Customer Experience Business Analyst

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

• 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.

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…