CX Analyst: Billing Journey & Data Insights

RevOps Careers; Stamford (CT); Presencial; USD 70.000 - 90.000; Jornada completa

Descripción de la vacante

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

Formación

• 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.

Responsabilidades

• Gather and document business requirements and create customer journey maps.
• Develop workflows and analyze CX data to identify trends.
• Translate findings into actionable recommendations.
• Coordinate cross-functional initiatives and manage priorities.
• Track CX metrics and support future-state CX improvements.

Conocimientos

Business analysis

Requirements gathering

Customer journey mapping

Project management

Data analysis

Stakeholder communication

Herramientas

Visio

Descripción del empleo

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