Business/Systems Analyst III

Business Systems Analyst / Customer Experience Analyst (Stamford, CT)

We’re seeking a highly collaborative and detail-oriented Business Systems Analyst / Customer Experience Analyst to support initiatives that enhance both customer and agent experiences through AI-driven insights. This is a high-visibility role within a dynamic, cross-functional environment where curiosity, communication, and teamwork are key.  The ideal candidate will analyze recorded customer interactions to identify trends, pain points, and opportunities for improvement. They will play a crucial part in training and refining AI models by maintaining accuracy trackers, producing actionable insights, and communicating findings clearly to stakeholders.

Candidates must be local to Stamford, CT or able to commute 5 days onsite. 
 

• 3–5 years of professional experience in customer service, customer success, retention, or call center analytics roles
• Proven ability to work collaboratively in a team-oriented environment.
• Exceptional attention to detail and commitment to data accuracy.
• Strong communication skills, both written and verbal, with the ability to present findings clearly.
• Advanced proficiency in Microsoft Excel, PowerPoint, and Word.
• Highly organized, with strong note-taking and documentation skills.
• Analytical mindset with intellectual curiosity and critical thinking skills.
• Adaptable and comfortable with changing priorities or timelines.
• Open to feedback and dedicated to personal and professional growth.

• Experience in the telecommunications industry.
• 1+ years of experience creating data visualizations in Excel.
• Familiarity with Large Language Models (LLMs) or machine learning concepts.

• Review and analyze recorded customer calls to identify common themes, challenges, and improvement opportunities.
• Capture and organize key data points with accuracy and consistency.
• Maintain and enhance tracking systems to monitor AI model accuracy and performance.
• Communicate insights clearly through reports and visualizations using Excel and PowerPoint.
• Collaborate closely with AI specialists, analysts, and cross-functional partners to align findings with broader business goals.
• Contribute to a team culture built on openness, accountability, and continuous improvement.

• 80%: Listening to and analyzing customer interactions, documenting key patterns.
• 20%: Collaboration and communication with cross-functional teams.