CX Technology & Process Analytics Analyst

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

Job summary

Casella Waste Systems, Inc. is seeking a Customer Experience Business Analyst to advance our customer service operations by analyzing support technologies, processes, and metrics.

You will translate business needs into actionable solutions, partnering with cross-functional teams to optimize engagement platforms, contact centers, and service workflows. The role emphasizes data-driven decision making, reporting, and project leadership to enhance customer satisfaction and drive sustainable

Qualifications

• Bachelor’s degree required; related field acceptable with experience.
• 3+ years of progressive experience in business/ customer experience analytics or related role.
• Experience with CRM platforms, BI tools, and cross-functional teams preferred.

Responsibilities

• Leads customer experience technology and process improvement initiatives through structured project management and cross-functional collaboration.
• Analyzes customer interaction data and service performance metrics to identify opportunities for enhancements and cost efficiencies.
• Develops business requirements and solution recommendations through stakeholder interviews and process mapping.
• Administers and optimizes customer support systems, contact center platforms, CRM applications, IVR technologies, CCaaS capabilities, and AI-enabled solutions.
• Partners with CX leadership and IT to align initiatives with enterprise priorities and operational requirements.
• Designs and maintains operational reporting tools and executive dashboards for meaningful insights.
• Evaluates new technologies and automation opportunities through pilot programs and business case development.
• Supports workforce planning and forecasting through analysis of interaction volumes and channel trends.
• Facilitates adoption of new systems and processes with training, communication plans, and change management.

Skills

CRM platforms

Power BI

Tableau

Excel

Data analysis

Process improvement

Project coordination

Education

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

Tools

Power BI

Tableau

CRM platforms

CCaaS

IVR

Job description

Casella Waste Systems, Inc. is seeking a Customer Experience Business Analyst to advance our customer service operations by analyzing support technologies, processes, and metrics.

You will translate business needs into actionable solutions, partnering with cross-functional teams to optimize engagement platforms, contact centers, and service workflows. The role emphasizes data-driven decision making, reporting, and project leadership to enhance customer satisfaction and drive sustainable