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