Principal Analyst, Business Solutions

Waste Management, Inc. (WM)•Houston, TX

3d•Onsite

About The Position

The Principal Business Solutions Analyst, Customer Experience Analytics, plays a critical role within the Customer Experience (CX) leadership team. This position is responsible for advancing the enterprise CX strategy by developing and managing centralized analytics frameworks. The Analyst translates Voice of the Customer (VOC), operational, and digital data into actionable insights that inform business decisions, support performance management, and guide investment prioritization. The role requires strategic leadership, analytical expertise, and the ability to foster enterprise-wide alignment and execution across customer journeys, channels, and lines of business.

Requirements

Bachelor's Degree (accredited) in Business, Analytics, Data Science, or a related field
6 years relevant experience (in addition to education requirement)
Advanced experience with analytics and BI tools (e.g., Power BI, Tableau, Adobe Analytics, SQL based reporting).

Nice To Haves

Master's Degree (accredited)in Business, Analytics, Data Science, or a related field
Process Analysis \Certified in Business Analysis -PMI

Responsibilities

Design, implement, and maintain centralized analytics frameworks that enable consistent measurement and evaluation of customer experience across the enterprise.
Conduct advanced, deep-dive, analyses using customer, operational, and digital data to identify trends, pain points, and opportunities for improvement.
Establish and operationalize closed-loop routines that ensure insights are translated into concrete actions, with measurable outcomes and feedback mechanisms.
Standardize CX measurement practices and metrics to consistently drive comparability, reliability, and clarity in reporting across all customer touchpoints.
Prepare and deliver executive-level reports and presentations that synthesize complex analytics into clear, actionable recommendations for senior leadership.
Collaborate with business leaders, product managers, and technology teams to embed CX analytics into business processes and strategic initiatives.
Acts as a trusted advisor to senior leadership, influencing enterprise CX strategy and decision-making.
Leads advanced analytics projects with significant enterprise impact and complexity.
Responsible for frameworks and routines that shape CX measurement, reporting, and continuous improvement across all lines of business.
Accelerate identification and resolution of customer pain points through timely, actionable insights.
Enhance the clarity, consistency, and impact of customer experience reporting at all organizational levels.
Strengthen the connection between CX metrics and financial outcomes, supporting investment prioritization and ROI measurement.
Minimize redundant analyses and reporting through standardized frameworks and processes.
Proactive CX Management: Enable the organization to anticipate and address emerging customer trends and needs proactively.