Principal Analyst, Business Solutions

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