Customer Experience Business Systems Analyst

Wind River Environmental•Marlborough, MA

20h•Hybrid

About The Position

Reporting to the Vice President, Customer Experience, the Customer Experience (CX) Business Systems Analyst is an individual contributor and 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 and analysis, administering and optimizing CX platforms, translating business needs into system and process requirements, and supporting workforce forecasts, schedule creation, and headcount planning. The Analyst works closely with CX leaders, Corporate IT, Data and Business Intelligence, Finance, Human Resources, and external vendors. This role equips leaders with accurate data, effective tools, and practical recommendations that support service, productivity, customer experience, and conversion. CX leaders retain accountability for personnel decisions, staffing approvals, day-to-day execution, and operating results.

Requirements

Three or more years of relevant experience in business systems analysis, CX or operations analytics, functional system administration, workforce management, or a related role in a contact center, service-dispatch, field-service, sales-operations, or customer-operations environment.
Hands-on experience administering or configuring business applications and translating operational needs into system requirements, reports, workflows, or controlled configuration changes.
Demonstrated experience building KPI reports or dashboards, validating and reconciling data, analyzing operational performance, and presenting findings to business leaders.
Experience with demand or workload forecasting, schedule creation, staffing requirements, capacity planning, or headcount scenario analysis.
Advanced proficiency with Microsoft Excel or equivalent analytical tools, including lookups, formulas, pivot tables, data validation, and structured models.
Working knowledge of relational data, reporting logic, APIs or integrations, role-based access, and data-visualization practices.
Experience gathering requirements, mapping processes, defining acceptance criteria, coordinating UAT, documenting changes, and supporting implementation and adoption.
Strong written, verbal, facilitation, prioritization, and problem-solving skills, with the ability to influence across functions without direct authority.

Nice To Haves

Bachelor’s degree in Management Information Systems, Data Analytics, Business Administration, Operations, or a related field preferred.
An equivalent combination of education, technical training, and directly relevant experience will be considered.
Experience with Dialpad, PolyAI, Descartes, Salesforce, and Power BI is preferred; experience with comparable CRM, CCaaS, conversational AI, route-optimization, WFM, or BI platforms is also relevant.
Experience supporting or improving a homegrown ERP, documenting enhancement requirements, working with developers, or coordinating system releases is preferred.
Experience with SQL or other reporting-query tools, data models, system integrations, workflow automation, and vendor management is preferred.
Experience in home services, field services, residential services, route-based operations, septic or wastewater services, or another high-volume service environment is preferred.
Experience supporting merger and acquisition integration, system migration, KPI harmonization, or organizational change is preferred.

Responsibilities

Partner with leaders across Customer Service, Dispatch, Inside Sales, and Key Accounts to define and document KPI formulas, data sources, business rules, reporting dimensions, owners, targets, and reporting cadence.
Develop, maintain, and improve platform-native dashboards, recurring scorecards, real-time views, and ad hoc analyses.
Partner with Corporate IT and Data or Business Intelligence resources on Power BI datasets, semantic models, and enterprise dashboards.
Provide reporting and analysis for measures such as SLA, abandon rate, CSAT, order conversion, contact volume, productivity, forecast accuracy, schedule adherence, dispatch performance, sales activity, and Key Account service commitments.
Reconcile data across platforms, identify inconsistencies, maintain a KPI data dictionary and report inventory, and coordinate correction of source, integration, calculation, or configuration issues.
Perform trend, queue, funnel, variance, root cause, and scenario analysis.
Translate findings into concise operational recommendations, expected impact, owners, and follow-up measures.
Prepare analytics for operating reviews, workforce discussions, business cases, annual planning, and leadership requests.
Serve as the primary CX functional administrator and business steward for Dialpad, PolyAI, Descartes, Salesforce, the homegrown ERP, and similar operational platforms, within approved IT and security controls.
Configure and maintain approved queues, routing rules, IVR paths, skills, dispositions, notifications, templates, business workflows, dashboards, and role-based access.
Coordinate technical changes or integrations with Corporate IT and vendors.
Monitor platform usage and operational performance; provide functional support and issue triage; document incidents; and coordinate escalation, root cause analysis, resolution, and preventive action with the appropriate technical owner.
Manage operational configuration and performance monitoring for conversational AI voice and chat workflows, including intents, customer paths, transfers, fallback logic, and handoff to live employees.
Partner with business leaders on quality review and optimization.
Identify opportunities to improve the homegrown ERP and other platforms.
Document current-state pain points, future-state requirements, business value, priority, acceptance criteria, and dependencies for review with IT or development resources.
Maintain configuration records, change logs, release calendars, support procedures, user guides, and training materials.
Support adoption through demonstrations, office hours, and targeted training.
Develop and maintain short-, medium-, and long-range workload forecasts by team, channel, and interval using historical demand, seasonality, productivity or handle-time assumptions, shrinkage, operating changes, and known business events.
Translate forecasted workload into staffing requirements and draft schedules in partnership with the respective team leaders.
Build headcount and capacity scenarios that account for hiring, attrition, leave, training, service expansion, acquisitions, budget constraints, and changes in channel mix.
Partner with Finance and Human Resources as appropriate.
Measure actual performance against forecasts and plans, including volume, workload, coverage, schedule fit, adherence, overtime, and productivity.
Explain material variances and recommend changes to assumptions, schedules, staffing, or processes.
Provide real-time and intraday reporting, alerts, and decision-support tools.
Maintain documented forecasting methods, assumptions, versions, and decision history so workforce plans are repeatable, auditable, and understood by stakeholders.
Map current-state and future-state workflows; gather and prioritize business requirements; define use cases and acceptance criteria; and translate operational needs into clear requests for IT, Data, vendors, or development resources.
Coordinate user acceptance testing, defect tracking, release readiness, communications, training, and post-implementation review for CX system, reporting, and process changes.
Maintain a prioritized CX systems and analytics backlog.
Evaluate requests based on customer impact, operational benefit, data quality, risk, effort, cost, dependencies, and strategic alignment.
Identify and recommend automation, workflow, reporting, and platform improvements that can improve the customer experience, sales conversion, productivity, dispatch execution, or employee experience.
Support CX merger and acquisition integration as assigned, including platform and data discovery, KPI mapping, workflow alignment, migration requirements, testing, cutover support, and post-launch stabilization.
Build effective working relationships across CX and with Operations, Sales, Finance, Human Resources, IT, Data, vendors, and acquired business teams.
Influence decisions through clear analysis, practical options, and collaborative follow-through.
Monitor data completeness, field usage, duplicate records, queue and routing setup, license utilization, report logic, and integration exceptions that affect CX operations or reporting.
Administer approved business access and support periodic user, role, license, and permission reviews in partnership with Corporate IT, cybersecurity, and functional leaders.
Follow established change-management, privacy, data-retention, security, and documentation requirements.
Promptly escalate risks or control gaps to the appropriate owner.
Establish practical standards for report ownership, naming, version control, distribution, documentation, and retirement to reduce duplicate or conflicting information.