Customer Experience Business Analyst

Kforce Inc.

Stamford, CT

JOB DETAILS
SALARY
$42.33–$49.76
SKILLS
Analysis Skills, Business Administration, Business Analysis, Business Operations, Business Processes, Business Skills, Cartography, Communication Skills, Continuous Improvement, Customer Experience, Customer/Client Research, Data Analysis, Documentation, Establish Priorities, Identify Issues, Legal, Microsoft Excel, Microsoft Visio, Microsoft Word, Multitasking, Operational Audit, PC Software, Performance Analysis, Performance Metrics, Presentation/Verbal Skills, Problem Solving Skills, Process Analysis, Process Management, Project Design, Project/Program Management, Requirements Management, Short Messaging Service (SMS), Support Documentation, Telecommunications, Trend Analysis, Writing Skills
LOCATION
Stamford, CT
POSTED
Today
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.

By clicking “Apply Today” you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.


About the Company

K

Kforce Inc.

Kforce is a solutions firm specializing in technology, finance and accounting, and professional staffing services. Our KNOWLEDGEforce® empowers top companies to achieve their digital transformation goals. We curate teams of technical experts who deliver solutions custom-tailored to each client’s needs. These scalable, flexible outcomes are shaped by deep market knowledge, thought leadership and our multi-industry expertise.

 

Our integrated approach is rooted in 60 years of proven success deploying highly skilled professionals on a temporary and direct-hire basis. Each year, approximately 18,000 talented experts work with the Fortune 500 and other leading companies. Together, we deliver Great Results Through Strategic Partnership and Knowledge Sharing®.

COMPANY SIZE
1,000 to 1,499 employees
INDUSTRY
Financial Services
FOUNDED
1962
WEBSITE
http://www.kforce.com/