Remote CX Data & Systems Analyst — KPI Insights & Forecasting

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

Job summary

Wind River Environmental LLC seeks a CX Business Systems Analyst who serves as the primary operational systems and analytics partner for the Customer Experience organization. The role supports Customer Service, Dispatch, Inside Sales, and Key Accounts by improving KPI reporting, administering CX platforms, and translating business needs into system requirements.

Reporting to the Vice President, Customer Experience, this role collaborates with CX leaders, IT, Finance, and vendors to provide data,

Qualifications

• 3+ years as a business systems analyst or CX analytics professional.
• Experience building KPI reports, dashboards, and data validation.
• Experience with demand/workload forecasting, scheduling, or headcount analysis.
• Strong Excel/analytical tool skills and data visualization practices.

Responsibilities

• KPI reporting, analytics, and decision support across CX domains.
• Administer CX platforms (Dialpad/PolyAI/Des Craft etc.) and ensure proper configurations.
• Forecasting, scheduling, and headcount analysis to support workforce decisions.
• Data quality monitoring, data dictionary maintenance, and issue resolution.
• Develop real-time and ad hoc analyses for operating reviews and leadership requests.

Skills

KPI reporting

Data analysis

Dashboard development

Stakeholder collaboration

Education

Bachelor's degree in MIS/Data Analytics

Tools

Power BI

CRM/ERP platforms

SQL basics

Job description

Wind River Environmental LLC seeks a CX Business Systems Analyst who serves as the primary operational systems and analytics partner for the Customer Experience organization. The role supports Customer Service, Dispatch, Inside Sales, and Key Accounts by improving KPI reporting, administering CX platforms, and translating business needs into system requirements.

Reporting to the Vice President, Customer Experience, this role collaborates with CX leaders, IT, Finance, and vendors to provide data,