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 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. III. Qualifications A. Required Qualifications 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). B. Preferred Qualifications Master's Degree (accredited)in Business, Analytics, Data Science, or a related field Process Analysis Certified in Business Analysis -PMI IV. Physical Requirements Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.☒ Office: This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc. The expected base pay range for this position across the U.S. is $108,600 - $165,485. This range represents a good-faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors, including the candidate’s relevant experience, education, training, certifications, qualifications, and work location. In addition, this position is eligible for bonus. V. Benefits At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site. If this sounds like the opportunity that you have been looking for, please click Apply. About Company What is the value of a WM job? At WM we know that the value of a WM job is more than a paycheck. It’s a way to create opportunities for you and your family. This is why we are constantly working to make WM a great place to work and grow a career. We Are WM is what defines the perks of being in the WM family – from benefits, to resources and engagement activities. We are People First. We are Committed to Your Growth. We Are Investing in You. We are a Family. We are Stable. We are Always Working for a Sustainable Tomorrow. Company ABOUT WM WM ( WM.com ) is North America's leading provider of comprehensive environmental solutions. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial, medical and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them pursue their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of post‑consumer materials and is a leader in beneficial use of landfill gas, with a growing network of renewable natural gas plants and the most landfill gas‑to‑electricity plants in North America. WM’s fleet includes more than 12,000 natural gas trucks – the largest heavy‑duty natural gas truck fleet in the industry in North America. Healthcare Solutions provides collection and disposal services of regulated medical waste, as well as secure information destruction services, in the U.S., Canada and Western Europe. To learn more about WM and the company’s sustainability progress and solutions, visit Sustainability.WM.com . Equal Employment Opportunity For United States: WM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law. For Canada: WM is committed to the principle of equal employment for all applicants and employees, without discrimination on the basis of all grounds protected by applicable human rights legislation. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please notify us if you require accommodation. Real ID In order to travel by air or access federal property, federal law requires individuals have a REAL ID or an acceptable alternative. This position may require the successful candidate to travel by air for business reasons or service federal property. Accordingly, successful candidates must have, or be willing to obtain, a REAL ID or TSA‑approved alternative.