Hi, I'm Juhi Banerjee, your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background. We are looking for a Customer Intelligence Analyst who will: You will report to the Customer Relationship Manager Lead and will be providing key data reports on a defined schedule to applicable Forte teams related to customer intelligence. Design and develop customer surveys, forms, PowerPoint presentations, communication for upsell/cross-sell opportunities, and applicable distribution lists. Leverage key data gathered through customer surveys, Business Reviews, product usage, and ticketing systems to create recommendations and action plans that can improve the customer experience. Conduct research and deep dive analysis to understand customer trends, anomalies, and insights that will help drive operational improvements and increase customer retention. Create benchmarks and manage KPIs to show progress related to customer data and implement action plans. Communicate and share research findings through presentations, dashboards, and executive summaries. Respond to unique business opportunities by analyzing existing feedback or developing new feedback sources. Engage stakeholders to ensure customer feedback factors into processes and system design. Assist in Managing projects for the Relationship Management Team and keep the Team and department leaders informed of any obstacles, milestones, and subsequent plans impacting agreed-upon outcomes. Participate in Forte Product roadmap sessions to assist with defining and advocating the needs for future product offerings based on customer feedback. Gaining a deep understanding of Forte products and customer use cases is necessary to create recommendations for improvements. Provide guidance on design and approach based on customer feedback. Creates and executes project work plans and revises, as appropriate, to meet changing needs and requirements. Identifies resources needed and assigns individual responsibilities. Is this opportunity right for you? We are looking for candidates with: Bachelor’s degree, or equivalent experience Proficiency in English in a business environment. 2-3 years of Project Management, product, solutions, and/or technical customer support experience in a comparable environment. Strong issue management skills: analytical, technical, and problem-solving skills to identify and facilitate problem resolution in a timely manner. Ability to establish and maintain relationships with internal/external clients at all levels of the organization. Advanced experience with Microsoft Excel and Power BI (pivot tables, advanced modeling, creating charts/graphs) and PowerPoint. The ability to analyze large amounts of data and draw meaningful insights and deliver first-level conclusions and recommendations for our customers. Self-starter who can translate research into action for cross-functional teams and handle multiple projects simultaneously. Strong capacity for creativity; ability to brainstorm to come up with creative solutions to business and research problems. Ability to travel up to 10% Highly organized and detail-oriented with the flexibility and adaptability to respond to changes. Ability to prioritize deliverables and meet deadlines. PCI - Understands and adheres to all applicable regulations, laws (including the Bank Secrecy Act), card association rule, CSG Security and Compliance standards as referenced in internal policies and procedures including the Information Security, Acceptable Use, Code of Conduct, and other corporate policies. Keeps abreast of all applicable regulations, laws, and policies as they presently exist and as they change or are modified. Understanding accessibility and security compliance. Our Guiding Principles: Impact Always help and empower others, whether they’re colleagues or customers. When our employees set their minds to something, great things happen. Integrity Do what’s right for our customers and our people while being authentic. We treat everyone with trust and respect—that’s just who we are. Inspiration Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure. CSGer Perks & Benefits: Work from Home, in-office, or hybrid. Employee Belonging Groups Healthcare: Dental, Medical, and Vision Paid Vacation, Volunteer, and Holiday Time Off And so much more! View More Benefits If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at 1 (402) 431-7440 or email us at accommodations@csgi.com. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes. Our Story CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use, and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy. By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That's just who we are. Learn more about CSG Inclusion & Impact here. #LI-Remote Position Pay Range: This range represents the low and high end of the salary range for this position. Actual salaries will vary based on factors including but not limited to geographical location and experience. $59,034.83-$94,454.89 This role is eligible for a bonus opportunity. Location(s): United States Remote Introduce yourself to our recruiters and we'll get in touch if there is a role that seems like a good match. CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy. By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That's just who we are. If not us, then who? Learn more CSG is an Affirmative Action, Equal Opportunity / Veteran / Disabled / Female / Minority / Sexual Orientation / Gender Identity Employer. CSG does not discriminate on the basis of age 40 and over, color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other applicable status protected by state or local law, are not taken into account in any employment decision. CSG will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at 1 (402) 431-7440 or email us at accommodations@csgi.com. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes. For the EEO it's the Law posting, click HERE .