Business Analyst - Customer Value

Hi, I'm Cassie Alexander, your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background.

Our Business Analyst is responsible for turning CSG’s Customer Engagement Platform strategy into clear, defensible financial value for our clients by connecting digital journeys and customer operations to measurable business outcomes. You will partner with Sales, Customer Success, Product, Analytics, and clients’ customer operations and digital teams to support practical measurement approaches (e.g., control groups), combine client and CSG data, and communicate insights in plain business language to operational and executive audiences. You will focus on both pre-sale value consulting and post-sale value realization, enabling scalable playbooks and tools that raise the ROI acumen of our field teams and clients.

We are looking for a Business Analyst – Customer Value who will:

• Partner with Sales and Customer Success to shape and communicate value narratives for key opportunities and accounts pre & post sale, including participation in discovery meetings, workshops, and sales calls to clarify client business objectives, KPIs, and constraints for JO use cases; translate CSG capabilities into customer operations and financial outcomes that resonate with operational and finance stakeholders.

• Design and support practical measurement approaches for JO programs, including control vs. treatment groups, hold‑out tests, and pre/post comparisons; work with internal and client analysts to combine data from multiple sources (e.g., customer operations, digital, product, finance) into clear, defensible estimates of incremental impact on revenue, cost‑to‑serve, risk, and other priority metrics.

• Turn data into actionable insights and storytelling, moving from raw data and reports to concise business readouts that highlight “what happened, why, and what to do next”; develop visuals and narratives that customers and internal stakeholders can understand quickly, escalating key findings and trade‑offs to senior leaders when needed.

• Influence cross‑functional teams through logic and business acumen, using structured arguments, transparent assumptions, and real-world B2C experience to align Sales, Customer Success, Product, Analytics, and client stakeholders on priorities, metrics, and next steps—without relying on formal authority.

• Develop and maintain reusable value tools and playbooks (e.g., discovery guides, standard value drivers and metrics by use case, simple calculators, dashboard views, and case study patterns) that enable Sales and Customer Success teams to run consistent ROI and value conversations at scale, with and without direct support.

• Provide subject‑matter expertise on B2C business operations, digital/SaaS models, and financial drivers, contributing to product roadmaps, go‑to‑market messaging, internal enablement, and client discussions so that JO initiatives are framed and evaluated in terms of real P&L impact rather than vanity metrics.

Is this opportunity right for you? We are looking for candidates who have:

• Bachelor’s degree in Business, Economics, Finance, Statistics, Data Science, or a related field; or equivalent experience

• 3+ years of progressive experience in customer-facing B2C organizations in roles such as customer operations, digital product, marketing or product analytics, or related business operations. Experience working across the digital channel ecosystem (web, app, email, SMS, push, IVR/contact center, social) and understanding how customer journeys in these channels drive revenue, retention, and cost-to-serve.

• B2C experience with direct involvement in ROI- and KPI-driven initiatives in high-volume or subscription/recurring-revenue environments (e.g., telecom, media/streaming, financial services, utilities, or similar).

• Hands‑on experience combining data from multiple sources (e.g., customer operations, digital, marketing, product, finance) and using control groups, test‑and‑learn designs, or structured pre/post comparisons to estimate incremental impact.

• Able to work hands-on with Excel/Sheets and BI/visualization tools (e.g., Power BI, Tableau, Looker) and at least one analytic language such as SQL, Python, or R to pull, join, and explore data from enterprise data platforms (e.g., data warehouses, customer/marketing platforms).

• Demonstrated experience turning data into actionable insights and stories, including preparing and delivering findings and recommendations to external stakeholders and senior leadership (e.g., Director, VP+).

• Ability to travel domestic and/or international up to 20%.

• Ability to read, write, speak and understand the English language in a business environment.

CSGer Perks & Benefits 

• Work from Home, Hybrid, On-site

• Employee Belonging Groups

• Healthcare: Dental, Medical, and Vision

• Paid Vacation, Volunteer, and Holiday Time Off

• And so much more!

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Please submit your application at csgi.com/careers. Applications will be accepted for at least 5 days from original posting date.

Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

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.

This role is eligible for a bonus opportunity.

Location(s):

Accommodation:

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 [email protected]. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.

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.

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.

Our culture is award-winning: CSG has been recognized a US News & World Report “Best Companies to Work For” for 2025-2026, a Newsweek “America’s Greatest Workplaces in Tech” for 2025 and “The Top Company in Technology for Women to Work” for 2025, among many others.