CX Business Analyst: Optimize Customer Experience & Tech

Casella Waste Systems, Inc.; Rutland (VT); On-site; USD 74,000 - 96,000; Full time

Job summary

Casella Waste Systems in Rutland, VT seeks a Customer Experience Business Analyst to advance customer support technologies, processes, and metrics, improving satisfaction and operational efficiency.

The role translates business needs into practical solutions, administers systems, and builds actionable dashboards to enhance service delivery. You will collaborate with CX, IT, Operations, Sales, Marketing, and Finance to maximize value for customers and shareholders.

Qualifications

• Bachelor's degree in business administration, data analytics, information systems, or related field is required.
• Minimum of 3 years in a business analyst, customer experience, or related role within a customer service environment.
• Experience with CRM platforms and data visualization tools (Power BI, Tableau) is highly preferred.

Responsibilities

• Leads customer experience technology and process improvement initiatives through structured project management and cross-functional collaboration.
• Analyses customer interaction data, service performance metrics, and operational trends to identify opportunities for service enhancements and cost efficiencies.
• Develops business requirements and recommendations via stakeholder interviews, process mapping, and service design sessions.
• Configures and optimizes customer support systems, contact center platforms, CRM applications, IVR, CCaaS, and AI-enabled solutions.
• Partners with CX leadership, IT, and business units to align initiatives with enterprise priorities.
• Designs and maintains operational reporting tools and executive dashboards using BI platforms and data sources.
• Evaluates new technologies and automation opportunities through pilots and business cases.
• Supports workforce planning and forecasting by analyzing interaction volumes and channel trends.
• Facilitates adoption of new systems through training, communication, and change management.

Skills

Project management

Stakeholder engagement

Cross-functional collaboration

Data analysis

Communication

Storytelling with data

Education

Bachelor's degree in business administration, data analytics, information systems, or related field

Tools

Power BI

Tableau

Excel

CRM platforms

CCaaS

IVR technologies

Job description

Casella Waste Systems in Rutland, VT seeks a Customer Experience Business Analyst to advance customer support technologies, processes, and metrics, improving satisfaction and operational efficiency.

The role translates business needs into practical solutions, administers systems, and builds actionable dashboards to enhance service delivery. You will collaborate with CX, IT, Operations, Sales, Marketing, and Finance to maximize value for customers and shareholders.