I. Job Summary
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.
II. Essential Duties and 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.
III. Qualifications
A. Required Qualifications
- 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).
B. Preferred Qualifications
- Master's Degree (accredited)in Business, Analytics, Data Science, or a related field
- Process Analysis \Certified in Business Analysis -PMI
IV. Physical Requirements
Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.☒ Office: This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.
The expected base pay range for this position across the U.S. is $108,600 - $165,485. This range represents a good-faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors, including the candidate’s relevant experience, education, training, certifications, qualifications, and work location.
In addition, this position is eligible for bonus.
V. Benefits
At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.
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