Customer Experience Business Analyst

RESPONSIBILITIES:
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

REQUIREMENTS:
* 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

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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