Business Analyst (Customer Experience)

Insight Global; Stamford (CT); On-site; USD 70,000 - 90,000; Full time

Job summary

Insight Global is seeking a CX Analyst to support the Digital Services Customer Experience team with a focus on the Billing Journey across Cable and Mobile. The role involves writing requirements, mapping journeys, analyzing CX data, and coordinating cross-functional initiatives to improve the customer experience.

The ideal candidate has 3+ years in operations analysis, strong data analytics and stakeholder communication skills, and experience in telecommunications or tech products.

Qualifications

• 3+ years of business operations analysis experience.
• Requirements gathering/writing and customer journey mapping experience.
• Project management experience, including managing multiple priorities and cross-functional initiatives.
• Strong data analysis, presentation, and stakeholder communication skills.
• Telecommunications or technology/software product experience.
• Cable, Mobile, or telecommunications billing experience.
• Customer Experience (CX) analytics, including customer feedback, verbatims, KPIs, and metrics.
• Process mapping/workflow documentation experience with tools such as Visio.

Responsibilities

• Gather and document business requirements and translate findings into actionable recommendations.
• Create customer journey maps and workflows for Billing Journey across Cable and Mobile.
• Analyze CX data and customer feedback to identify trends and opportunities.
• Coordinate cross-functional initiatives using project management experience.
• Track CX metrics and support future-state customer experience improvements.
• Facilitate stakeholder alignment and manage competing priorities.

Skills

Requirements gathering

Journey mapping

Project management

Data analysis

Stakeholder communication

CX analytics

Tools

Visio

Job description

Job Description

40-43/hr Insight Global is seeking a CX Analyst for a top telecommunications client supporting its Digital Services Customer Experience team. This analyst will focus on the Billing Journey across Cable and Mobile, spending approximately 40% of their time writing requirements, 20% journey mapping, 20% data analysis, and 20% on ad hoc initiatives. Responsibilities include gathering and documenting business requirements, creating customer journey maps and workflows, analyzing CX data and customer feedback to identify trends and opportunities, and translating findings into actionable recommendations. The analyst will also use their project management experience to coordinate cross-functional initiatives, manage priorities, facilitate stakeholder alignment, track CX metrics, and support future-state customer experience improvements.

Skills and Requirements

• 3+ years of business operations analysis experience
• Requirements gathering/writing and customer journey mapping experience
• Project management experience, including managing multiple priorities and cross-functional initiatives
• Strong data analysis, presentation, and stakeholder communication skills
• Telecommunications or technology/software product experience
• Cable, Mobile, or telecommunications billing experience
• Customer Experience (CX) analytics, including customer feedback, verbatims, KPIs, and metrics
• Process mapping/workflow documentation experience with tools such as Visio

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [e-mail].