CX Platforms & Analytics Analyst (Remote)

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

Job summary

Wind River Environmental LLC is seeking a Customer Experience Business Systems Analyst to partner with CX leaders, IT, and finance to improve KPI reporting and optimize CX platforms. You will translate business needs into system requirements, support workforce forecasts, schedules, and headcount planning while administering CX tools and dashboards. The role blends data analysis, platform governance, and cross-functional collaboration to drive service and productivity.

Qualifications

• 3+ years of experience in business systems analysis or CX analytics.
• Experience administering or configuring business applications and translating needs into system requirements.
• Experience building KPI reports or dashboards and validating data.
• Forecasting, scheduling, headcount analysis, and workforce planning experience.
• Strong Excel skills and data visualization knowledge.

Responsibilities

• Define KPI formulas, data sources, rules, and reporting cadence with CX leaders.
• Develop and maintain dashboards, scorecards, and ad hoc analyses using Power BI and BI resources.
• Provide reporting for SLA, CSAT, forecast accuracy, schedule adherence, and conversion metrics.
• Reconcile data across platforms and maintain a KPI data dictionary.
• Translate findings into actionable recommendations and maintain a data quality posture.

Skills

KPI reporting

Analytics

Dashboard development

Operational systems administration

Stakeholder collaboration

Education

Bachelor’s degree in MIS/Data Analytics/Business Administration/Operations

Tools

Power BI

Salesforce

Dialpad/Descarte/PolyAI CX platforms

Job description

Wind River Environmental LLC is seeking a Customer Experience Business Systems Analyst to partner with CX leaders, IT, and finance to improve KPI reporting and optimize CX platforms. You will translate business needs into system requirements, support workforce forecasts, schedules, and headcount planning while administering CX tools and dashboards. The role blends data analysis, platform governance, and cross-functional collaboration to drive service and productivity.