CX Business Analyst

About Culligan Quench

Culligan Quench’s purpose is to impact people’s lives and improve the earth by helping to eliminate the 500 million plastic bottles consumed each year. We play a front-line role in the battle against single-use plastic water bottles by delivering on-demand filtered water solutions to more than 120,000 healthy and environmentally conscious customers across North America. Our bottle-free water coolers, ice machines, sparkling water dispensers and coffee brewers purify the existing water supply, providing an endless supply of clean water and water-based beverages for a fixed monthly fee, typically under a long term bundled service and rental subscription agreement. Culligan Quench has grown from a small regional company to an international leader that had a successful NYSE public offering in 2016 and is now a strategic company owned by private equity backed Culligan. Headquartered in King of Prussia, PA, Quench has more than 1,600 team members operating out of more than 90 locations across North America and Puerto Rico. For more information visit https://quench.culligan.com/

About Culligan

There’s nothing more fundamental to life on Earth than water. At Culligan, we believe transforming water can transform the world. That's why we offer expert water services and industry-leading solutions globally. Local Culligan teams deliver better drinking water to people at work, at home and on the go. With expertise across service, science and sustainability, Culligan turns water you can live with into water you can love. For more information visit www.culligan.com.

Values: 5Cs

Culligan as One

Customers come first

Commitment to Innovation

Courage to do what's right

Consistently deliver exceptional results

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Position Overview

We are seeking a CX Business Analyst to turn customer, operational, and financial data into clear insights, practical recommendations, and measurable business outcomes. This role will help the organization move from reactive reporting to predictive, insight-led decision-making across customer experience, field service, scheduling, care, and continuous improvement initiatives.

The ideal candidate is curious, analytical, and action-oriented, with the ability to translate complex data into concise business narratives, influence cross-functional stakeholders, and support initiatives that improve customer satisfaction, operational performance, and margin growth. This person should also be comfortable using modern AI tools responsibly to accelerate analysis, automate workflows, and help develop scalable agent-assisted processes.

Responsibilities

• Collect, clean, validate, and analyze data from multiple sources to ensure reporting is accurate, complete, and actionable.

• Translate customer experience, operational, and financial data into insights, value cases, and recommended actions for leadership.

• Build, maintain, and automate recurring and ad hoc dashboards, reports, and performance views using tools such as Power BI.

• Develop predictive and reactive analytics that identify customer trends, churn risks, process gaps, and performance improvement opportunities.

• Partner with functional leaders across customer experience, field service, scheduling, care, IT, and continuous improvement to define priorities, align on targets, and drive follow-through.

• Lead insight-to-action tracking by documenting recommendations, owners, due dates, expected value, and realized impact.

• Support monthly business reviews, performance routines, and initiative updates with clear reporting, concise commentary, and executive-ready materials.

• Maintain a KPI and metric definition guide to ensure consistent business definitions, calculations, and reporting standards.

• Identify reporting, data quality, and process improvement opportunities; partner with IT and business owners to improve source data, definitions, and reporting logic.

• Use AI-enabled tools responsibly to accelerate analysis, summarize findings, draft requirements, identify automation opportunities, and support development of agent-assisted workflows that improve speed, consistency, and customer outcomes.

Qualifications

• 3–5 years of experience in analytics, business analysis, service operations, customer experience, consulting, or a related operational role.

• Strong analytical skills with the ability to connect data, business context, and operational realities into practical recommendations.

• Experience building and using data visualization tools such as Power BI; ability to design dashboards that are clear, automated, and business-friendly.

• Strong Microsoft Office skills, especially Excel and PowerPoint; Salesforce.com experience is a plus.

• Strong communication skills with the ability to explain complex findings in a clear, concise, and leadership-ready manner.

• Demonstrated ability to influence, collaborate, and hold stakeholders accountable across multiple teams.

• High attention to detail, data accuracy, and follow-through.

• Comfort working in a fast-paced, evolving environment with a proactive, go-getter mindset.

• AI literacy and curiosity, including comfort using generative AI tools, identifying automation opportunities, and translating business needs into requirements for AI-enabled workflows, agents, or decision-support tools.

• Bachelor’s degree or equivalent experience preferred; MBA or advanced analytics/business training is a plus.

• Willingness to travel occasionally, approximately 2–3 nights per quarter.

\n$115,000 - $115,000 a year

\nEqual Opportunity Employer

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