CX Billing Analyst: Drive Journeys & Insights

Insight Global; Stamford (CT); Presencial; USD 70 000 - 90 000; Tempo integral

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Requirements gathering

Journey mapping

Project management

Data analysis

Stakeholder communication

CX analytics

Ferramentas

Visio

Descrição da oferta de emprego

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.