WM is North America's leading provider of comprehensive environmental solutions, dedicated to putting people first and achieving success with integrity. The Principal Business Solutions Analyst will play a critical role in advancing the enterprise Customer Experience strategy by developing centralized analytics frameworks and translating data into actionable insights for business decisions.
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
Requirements:
- 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)
- Master's Degree (accredited) in Business, Analytics, Data Science, or a related field
- Process Analysis Certified in Business Analysis - PMI