Business Analyst - Customer Value

CSG•Englewood, CO

15h•Hybrid

About The Position

The Business Analyst - Customer Value is responsible for translating CSG’s Customer Engagement Platform strategy into clear, defensible financial value for clients by connecting digital journeys and customer operations to measurable business outcomes. This role involves partnering with Sales, Customer Success, Product, Analytics, and clients’ customer operations and digital teams to support practical measurement approaches, combine client and CSG data, and communicate insights to operational and executive audiences. The focus is on both pre-sale value consulting and post-sale value realization, developing scalable playbooks and tools to enhance the ROI acumen of field teams and clients.

Requirements

Bachelor’s degree in Business, Economics, Finance, Statistics, Data Science, or a related field; or equivalent experience
3+ years of progressive experience in customer-facing B2C organizations in roles such as customer operations, digital product, marketing or product analytics, or related business operations.
Experience working across the digital channel ecosystem (web, app, email, SMS, push, IVR/contact center, social) and understanding how customer journeys in these channels drive revenue, retention, and cost-to-serve.
B2C experience with direct involvement in ROI- and KPI-driven initiatives in high-volume or subscription/recurring-revenue environments (e.g., telecom, media/streaming, financial services, utilities, or similar).
Hands‑on experience combining data from multiple sources (e.g., customer operations, digital, marketing, product, finance) and using control groups, test‑and‑learn designs, or structured pre/post comparisons to estimate incremental impact.
Able to work hands-on with Excel/Sheets and BI/visualization tools (e.g., Power BI, Tableau, Looker) and at least one analytic language such as SQL, Python, or R to pull, join, and explore data from enterprise data platforms (e.g., data warehouses, customer/marketing platforms).
Demonstrated experience turning data into actionable insights and stories, including preparing and delivering findings and recommendations to external stakeholders and senior leadership (e.g., Director, VP+).
Ability to travel domestic and/or international up to 20%.
Ability to read, write, speak and understand the English language in a business environment.

Responsibilities

Partner with Sales and Customer Success to shape and communicate value narratives for key opportunities and accounts pre & post sale, including participation in discovery meetings, workshops, and sales calls to clarify client business objectives, KPIs, and constraints for JO use cases; translate CSG capabilities into customer operations and financial outcomes that resonate with operational and finance stakeholders.
Design and support practical measurement approaches for JO programs, including control vs. treatment groups, hold‑out tests, and pre/post comparisons; work with internal and client analysts to combine data from multiple sources (e.g., customer operations, digital, product, finance) into clear, defensible estimates of incremental impact on revenue, cost‑to‑serve, risk, and other priority metrics.
Turn data into actionable insights and storytelling, moving from raw data and reports to concise business readouts that highlight “what happened, why, and what to do next”; develop visuals and narratives that customers and internal stakeholders can understand quickly, escalating key findings and trade‑offs to senior leaders when needed.
Influence cross‑functional teams through logic and business acumen, using structured arguments, transparent assumptions, and real‑world B2C experience to align Sales, Customer Success, Product, Analytics, and client stakeholders on priorities, metrics, and next steps—without relying on formal authority.
Develop and maintain reusable value tools and playbooks (e.g., discovery guides, standard value drivers and metrics by use case, simple calculators, dashboard views, and case study patterns) that enable Sales and Customer Success teams to run consistent ROI and value conversations at scale, with and without direct support.
Provide subject‑matter expertise on B2C business operations, digital/SaaS models, and financial drivers, contributing to product roadmaps, go‑to‑market messaging, internal enablement, and client discussions so that JO initiatives are framed and evaluated in terms of real P&L impact rather than vanity metrics.