Remote CX Systems & Analytics Analyst

Remote Jobs; United States; Hybrid; USD 75,000 - 82,000; Full time

Job summary

Wind River Environment LLC is seeking a CX Business Systems Analyst to be the primary operational systems and analytics partner for the Customer Experience organization, supporting Service, Dispatch, Inside Sales, and Key Accounts. You will optimize dashboards, reconcile data, and manage workforce forecasting in a hybrid remote/work location with a preference for Marlborough, MA.

The role reports to the VP, Customer Experience and collaborates with IT, BI, Finance, HR, and vendors to deliver

Qualifications

• Three+ years of relevant experience in business systems analytics or CX operations.
• Experience translating requirements into system reports, workflows, or configuration changes.
• Experience building KPI reports or dashboards and data reconciliation.
• Experience with demand forecasting, scheduling, or headcount analysis.
• Advanced proficiency with Microsoft Excel (lookups, formulas, pivot tables).
• Working knowledge of relational data, APIs or integrations, role-based access, and data-visualization practices.
• Experience gathering requirements, mapping processes, coordinating UAT, documenting changes, and supporting implementation and adoption.
• Strong written, verbal, facilitation, prioritization, and problem-solving skills.

Responsibilities

• Define KPI formulas, data sources, business rules, reporting dimensions, owners, targets, and cadence.
• Develop, maintain, and improve dashboards, scorecards, and real-time views; collaborate on Power BI datasets and enterprise dashboards.
• Provide reporting for measures such as SLA, CSAT, order conversion, and workforce metrics.
• Reconcile data across platforms; maintain KPI data dictionary and report inventory; coordinate data fixes.
• Perform trend, variance, and scenario analyses; translate findings into actionable recommendations.
• Prepare analytics for operating reviews, workforce discussions, and planning.
• Serve as CX administrator for Dialpad, PolyAI, Descartes, Salesforce, ERP, and similar platforms; manage configurations and access.
• Coordinate UAT, release readiness, training, and post-implementation review.

Skills

KPI reporting

Dashboard development

Data analysis

Forecasting

Workforce planning

Excel

Data visualization

Cross-functional collaboration

Education

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

Tools

Dialpad

PolyAI

Descartes

Salesforce

Power BI

homegrown ERP

Job description

Wind River Environment LLC is seeking a CX Business Systems Analyst to be the primary operational systems and analytics partner for the Customer Experience organization, supporting Service, Dispatch, Inside Sales, and Key Accounts. You will optimize dashboards, reconcile data, and manage workforce forecasting in a hybrid remote/work location with a preference for Marlborough, MA.

The role reports to the VP, Customer Experience and collaborates with IT, BI, Finance, HR, and vendors to deliver