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Phoenix, Arizona, United States
Hybrid
POSITION SUMMARY: The Senior Analyst Customer Insight is a highly analytical customer insights professional responsible for independently analyzing complex customer, operational and business data to identify actionable opportunities that improve the customer experience, loyalty and business performance. The ideal incumbents brings advanced statistical analytical skills, customer and market research expertise, executive storytelling and would hold cross-functional partnerships to synthesize customer, operational and business data into defensible conclusions and strategic recommendations. The Senior Analyst Customer Insight is equally comfortable working directly with large data sets, designing analytical approaches, conducting quantitative analyses, crafting executive storytelling decks and presenting insights to senior-level audiences while managing the Voice of Customer (VOC) program from end-to-end.
PRINCIPAL RESPONSIBILITIES:
·Independently design and execute advanced statistical analyses to identify meaningful drivers, trends, risks and opportunities across VOC survey data, operational KPIs and other data sources.
Conduct complex quantitative analyses, including significance testing, driver analysis, trend analysis, segmentation, correlation analysis and other statistical techniques as appropriate.
Validate data quality, investigate anomalies and ensure analytical rigor in all reporting, recommendations and conclusions.
Integrate VOC, operational, financial and customer data to develop comprehensive understanding of customer experience performance and business outcomes.
Bridge the gap between customer survey insights and operational data, serving as the organization’s subject matter expert and source of truth on the customer experience.
Translate complex analytical findings into actionable recommendations that support customer experience improvement and senior-level decision-making.
Partner with stakeholders to define analytical approaches, answer complex business questions and support action-planning initiatives that drive satisfaction, loyalty and retention.
Develop executive-level reporting, operating reviews and deep dive analyses that effectively communicate insights and recommendations to field and HQ leadership.
Develop executive-ready narratives, presentations and visualizations that communicate key performance trends, risks, opportunities and recommended actions through storytelling.
Present findings to all levels across the organization, including and up to senior leadership at the Corporate, Area, and Business Unit levels.
Manage administrative aspects of VOC program, including vendor relationship management, sampling governance, the online reporting portal, training and educational resources, day-to-day field support, ad-hoc analyses and monthly topline reporting .
Partner with IT, BI, data engineers, Customer Data and other cross-functional teams to continually enhance VOC collection, analytics, reporting and program strategy.
Balance core responsibilities with proactive thought leadership and continuous improvement.
Prioritize, manage and contribute to multiple projects concurrently and in a timely manner.
Drive results by consistently achieving goals and completing tasks by due dates.
Perform other job-related duties as assigned or apparent.
QUALIFICATIONS:
Demonstrated expertise analyzing large, complex datasets and independently translating findings into narratives and actionable business recommendations.
Advanced proficiency in statistical analysis, quantitative research methods, data manipulation and data visualization (Excel, SQL, Denodo, Snowflake, SPSS, Python, R, etc.)
Strong knowledge of survey methodology, sampling approaches and significance testing as it relates to customer experience management, customer health metrics and VOC best practices.
Demonstrated experience independently executing end-to-end analyses from data acquisition and preparation through recommendations and executive presentation.
Strong strategic thinking and storytelling skills with the ability to synthesize multiple data sources, inputs and business context into cohesive and defensible conclusions.
Ability to manage competing demands, priorities and deadlines.
Ability to deliver results with upfront direction and limited supervision.
Strong decision-making and problem-solving skills.
Strong commitment to quality, attention to detail and continuous improvement.
Experience with Medallia or similar customer experience software a plus.
Understanding of financial analysis and modeling a plus.
MINIMUM QUALIFICATIONS:
Bachelor’s degree or relevant work experience in place of degree.
4-7 years of analytics experience in Customer Insights, Customer Research, Market Research, Strategic Insights, Customer Analytics, VOC, CX or related roles.
Advanced Excel skills while being proficient in Microsoft Word and PowerPoint.
Proficient in SQL, Denodo and/or Snowflake relational databases.
LOCATION:
Rewarding Compensation and Benefits
Eligible employees can elect to participate in:
• Comprehensive medical benefits coverage, dental plans and vision coverage.
• Health care and dependent care spending accounts.
• Short- and long-term disability.
• Life insurance and accidental death & dismemberment insurance.
• Employee and Family Assistance Program (EAP).
• Employee discount programs.
• Retirement plan with a generous company match.
• Employee Stock Purchase Plan (ESPP).
• Paid Time Off (PTO)
• Benefits: https://jobs.republicservices.com/us/en/about-us/benefits
The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.
EEO STATEMENT:Republic Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, relationship or association with a protected veteran (spouses or other family members), genetic information, or any other characteristic protected by applicable law. For any concerns relating to Republic Services’ commitment to equal opportunity employment, you may contact the AWARE Line at 1-866-3-AWARE-4.
ABOUT THE COMPANY
Republic Services, Inc. (NYSE: RSG) is a leader in the environmental services industry. We provide customers with the most complete set of products and services, including recycling, waste, special waste, hazardous waste and field services. Our industry-leading commitments to advance circularity and support decarbonization are helping deliver on our vision to partner with customers to create a more sustainable world.
In 2025, Republic’s total company revenue was $16.6 billion, and adjusted EBITDA was $5.3 billion. We serve 13 million customers and operate more than 1,000 locations, including collection and transfer stations, recycling and polymer centers, treatment facilities, and landfills.
Although we operate across North America, the collection, recycling, treatment, or disposal of materials is a local business, and the dynamics and opportunities differ in each market we serve. By combining local operational management with standardized business practices, we drive greater operating efficiencies across the company while maintaining day-to-day operational decisions at the local level, closest to the customer.
Our customers, including small businesses, major corporations and municipalities, want a partner with the expertise and capabilities to effectively manage their multiple recycling and waste streams. They choose Republic Services because we are committed to exceeding their expectations and helping them achieve their sustainability goals. Our 42,000 team members understand that it's not just what we do that matters, but how we do it.
Our company values guide our daily actions:
We are proud of our high employee engagement score of 86. We have an inclusive and diverse culture where every voice counts. In addition, our team positively impacted 5.1 million people in 2024 through the Republic Services Charitable Foundation and local community grants. These projects are designed to meet the specific needs of the communities we serve, with a focus on building sustainable neighborhoods.
STRATEGY
Republic Services’ strategy is designed to generate profitable growth. Through acquisitions and industry advancements, we safely and sustainably manage our customers’ multiple waste streams through a North American footprint of vertically integrated assets.
We focus on three areas of growth to meet the increasing needs of our customers: recycling and waste, environmental solutions and sustainability innovation.
With our integrated approach, strengthening our position in one area advances other areas of our business. For example, as we grow volume in recycling and waste, we collect additional material to bolster our circularity capabilities. And as we expand environmental solutions, we drive additional opportunities to provide these services to our existing recycling and waste customers.
Recycling and Waste
We continue to expand our recycling and waste business footprint throughout North America through organic growth and targeted acquisitions. The 13 million customers we serve and our more than 5 million pick-ups per day provide us with a distinct advantage. We aggregate materials at scale, unlocking new opportunities for advanced recycling. In addition, we are cross-selling new products and services to better meet our customers’ specific needs.
Environmental Solutions
Our comprehensive environmental solutions capabilities help customers safely manage their most technical waste streams. We are expanding both our capabilities and our geographic footprint. We see strong growth opportunities for our offerings, including PFAS remediation, an increasing customer need.
Sustainability Innovation
Republic’s recent innovations to advance circularity and decarbonization demonstrate our unique ability to leverage sustainability as a platform for growth.
The Republic Services Polymer Center is the nation’s first integrated plastics recycling facility. These innovative sites process rigid plastics from our recycling centers, producing recycled materials that promote true bottle-to-bottle circularity. We also formed Blue Polymers, a joint venture with Ravago, to develop facilities that will further process plastic material from our Polymer Centers to help meet the growing demand for sustainable packaging. We are building a network of Polymer Centers and Blue Polymer facilities across North America.
Our customers are increasingly looking for decarbonization solutions, and we are leveraging our network of landfills to meet that need. Republic is committed to harnessing landfill gas, a natural byproduct of decomposing waste, and converting it to energy. Republic has partnered with renewable gas developers to construct Renewable Natural Gas (RNG) plants at our landfills, expanding beyond the 77 projects we currently have to make progress towards our goal to beneficially reuse 50% more biogas by 2030 (2017 baseline year).
RECENT RECOGNITION