Principal Analyst, Business Solutions

Job description

I. Job Summary The Principal Business Solutions Analyst, Customer Experience Analytics, plays a critical role within the Customer Experience (CX) leadership team. This position is responsible for advancing the enterprise CX strategy by developing and managing centralized analytics frameworks. The Analyst translates Voice of the Customer (VOC), operational, and digital data into actionable insights that inform business decisions, support performance management, and guide investment prioritization. The role requires strategic leadership, analytical expertise, and the ability to foster enterprise-wide alignment and execution across customer journeys, channels, and lines of business. II. Essential Duties and 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 me...