CX Platforms & Analytics Analyst

Wind River Environmental, LLC; Marlborough (MA); Hybrid; USD 75,000 - 82,000; Full time

Job summary

Wind River Environmental, LLC in Marlborough, MA is seeking a Customer Experience (CX) Business Systems Analyst who will partner with CX leaders to optimize KPI reporting, analytics, and platform administration.

This role supports Customer Service, Dispatch, Inside Sales, and Key Accounts by translating business needs into system requirements, managing forecasting, scheduling, and headcount planning, and delivering practical recommendations.

Qualifications

• Three or more years of relevant experience in business systems analysis.
• Experience administering or configuring business applications and translating operational needs into system requirements.
• Demonstrated experience building KPI reports or dashboards, validating and reconciling data, and presenting findings to leaders.
• Experience with demand/workload forecasting, schedule creation, staffing requirements, or capacity planning.
• Advanced proficiency with Microsoft Excel or equivalent analytical tools and data visualization practices.
• Experience coordinating UAT, testing, and implementation/support activities for CX systems.

Responsibilities

• Define KPI formulas, data sources, rules, dimensions, owners, targets, and cadence.
• Develop and improve dashboards, scorecards, and enterprise dashboards with BI datasets.
• Provide reporting for SLA, CSAT, forecast accuracy, scheduling, and key account service measures.
• Reconcile data across platforms and fix source/logic/config issues.
• Perform trend, variance, and scenario analyses and translate into actionable recommendations.
• Coordinate changes, training, and documentation for CX platforms and analytics.

Skills

KPI reporting

Data analytics

Platform administration

Workforce forecasting

Stakeholder collaboration

Education

Bachelor’s degree in MIS / Data Analytics

Tools

Dialpad

PolyAI

Descartes

Salesforce

ERP

Power BI

Job description

Wind River Environmental, LLC in Marlborough, MA is seeking a Customer Experience (CX) Business Systems Analyst who will partner with CX leaders to optimize KPI reporting, analytics, and platform administration.

This role supports Customer Service, Dispatch, Inside Sales, and Key Accounts by translating business needs into system requirements, managing forecasting, scheduling, and headcount planning, and delivering practical recommendations.