Customer Experience Business Analyst

Kforce is immediately seeking an experienced Customer Experience Business Analyst in support of our enterprise telecommunications and mass media client based in Stamford, CT.

Key Tasks:

• Analyze customer experience data and feedback to identify trends, issues, and opportunities for improvement
• Assist with business process analysis, requirements gathering, and workflow documentation for CX-related initiatives
• Evaluate customer feedback, verbatims, and scores to identify themes and actionable insights
• Recommend improvements that support strategic, data-driven decision-making and improved customer outcomes
• Create customer journey maps, channel flows, and other experience documentation to support project and design efforts
• Facilitate collaboration across teams to align on customer experience priorities and future-state solutions
• Build and maintain effective working relationships with stakeholders and business partners
• Monitor CX performance metrics and support continuous improvement efforts across customer touchpoints* Bachelor's degree in Business Administration or related field or equivalent experience
• 3+ years of business operations analysis experience
• 3+ years of telecommunications or technology/software product experience
• Passion for customer-centric solutions and delivering exceptional customer experiences
• Ability to apply business objectives to functional areas
• Strong written and verbal communication skills
• Skill in analyzing and synthesizing complex data
• Rapid identification of business problems and opportunities
• Capacity to define key performance indicators and metrics
• Proficiency in preparing and presenting data-driven presentations
• Decision-making and problem-solving skills under pressure
• Effective prioritization and management of multiple projects
• Initiative and sound judgment in accomplishing duties
• Proficient use of personal computer and software applications such as Word, Excel, Visio
• Ability to partner with internal and external stakeholders including vendors
• Knowledge of process and project management