CX Analyst

Insight Global; Stamford (CT); Hybrid; USD 83,000 - 101,000; Full time

Benefits offered by this job

Healthcare insurance

Paid leave

Job summary

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

Qualifications

• 3+ years of business analysis experience.
• Experience gathering and writing requirements and mapping customer journeys.
• Proven project management experience across multiple priorities and cross-functional initiatives.
• Strong data analysis, presentation, and stakeholder communication skills.

Responsibilities

• Gather and document business requirements.
• Create customer journey maps and workflows.
• Analyze CX data and feedback to identify trends and opportunities.
• Translate findings into actionable recommendations.
• Coordinate cross-functional initiatives and track CX metrics.

Tools

Visio

Job description

Duration: Ongoing contract, intent to convert full-time

Bill Rate: $38-$41

Location: Hybrid, 4 days onsite / 1 day remote

Interview: 3 interviews

FTE Salary: $92K upon conversion

Must-Haves:

• 3+ years of business 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

Plusses:

• 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

Day-to-Day / Job Description:

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.

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role may include healthcare insurance offerings and paid leave as provided by applicable law.