Customer Experience Analyst

Contract to hire, 4x week onsite in Stamford, CTMust-Haves:3+ years of business analysis experienceRequirements gathering/writing and customer journey mapping experienceProject management experience, including managing multiple priorities and cross-functional initiativesStrong data analysis, presentation, and stakeholder communication skillsPlusses:Cable, Mobile, or telecommunications billing experienceCustomer Experience (CX) analytics, including customer feedback, verbatims, KPIs, and metricsProcess mapping/workflow documentation experience with tools such as VisioDay-to-Day / Job Description: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.