Business Analyst (Customer Experience)

Required Skills & Experience

• 3+ years of business operations analysis experience
• Requirements gathering/writing and customer journey mapping experience
• Project management experience, including managing multiple priorities and cross-functional initiatives
• Strong data analysis, presentation, and stakeholder communication skills
• Telecommunications or technology/software product experience

Nice to Have Skills & Experience

• Cable, Mobile, or telecommunications billing experience
• Customer Experience (CX) analytics, including customer feedback, verbatims, KPIs, and metrics Process mapping/workflow documentation experience with tools such as Visio

Job Description

40-43/hr Insight Global is seeking a CX Analyst for a top telecommunications client supporting its Digital Services Customer Experience team. This analyst will focus on the Billing Journey across Cable and Mobile, spending approximately 40% of their time writing requirements, 20% journey mapping, 20% data analysis, and 20% on ad hoc initiatives. Responsibilities include gathering and documenting business requirements, creating customer journey maps and workflows, analyzing CX data and customer feedback to identify trends and opportunities, and translating findings into actionable recommendations. The analyst will also use their project management experience to coordinate cross-functional initiatives, manage priorities, facilitate stakeholder alignment, track CX metrics, and support future-state customer experience improvements.