Digital Customer Engagement Senior Analyst

Position Summary

The Digital Customer Engagement Senior Analyst is responsible for coordinating and executing digital customer engagement initiatives across Casella’s customer-facing platforms, including websites, mobile applications, and related digital tools. The incumbent supports day-to-day digital operations by gathering business requirements, coordinating cross-functional tasks, and ensuring updates are implemented accurately and on schedule.

A key part of this role involves analyzing digital performance data to assess platform usage, user behavior, and feature effectiveness. The incumbent develops insights and recommendations that inform enhancements, optimize the digital experience, and support the company’s broader digital transformation goals. This role helps ensure the seamless execution of digital experiences that meet both operational and customer needs.

Key Responsibilities

• Collaborates with internal teams—including Technology, Marketing, Customer Care, and Sales—to support cross-functional initiatives and ensure timely execution.
• Supports the integration and maximization of current digital platforms, identifies opportunities for system improvements, and evaluates new systems to increase operational efficiency.
• Coordinates and executes updates and enhancements across Casella’s digital platforms, including websites and mobile applications, based on business requirements.
• Utilizes strong analytical skills to evaluate the end-to-end customer experience across digital touchpoints and identifies opportunities for optimization.
• Works with Marketing and SEO vendors to ensure website content and structure align with SEO best practices and support organic traffic growth.
• Supports Marketing in the execution of digital initiatives by ensuring alignment with platform updates and functionality.
• Collects, analyzes, and interprets digital performance data to assess platform usage, user behavior, and customer engagement trends.
• Develops and delivers regular performance reports with actionable insights and recommendations to improve the digital customer experience.
• Demonstrates experience with digital analytics tools such as Google Analytics and similar platforms to support reporting and insight development.
• Participates in training and other learning opportunities to expand knowledge of Casella systems, services, and cross-departmental workflows.
• Performs other duties as needed to help drive our vision, fulfill our mission, and uphold our core values.

Career Path Definitions & Distinctions:

Analyst: Has 5 years of progressively responsible experience supporting digital platforms or customer-facing technology. Demonstrates the ability to coordinate cross-functional tasks, gather business requirements, and contribute to the successful execution of digital initiatives. Possesses strong analytical skills with experience interpreting performance data, identifying trends, and developing actionable insights to enhance the digital customer experience. Demonstrates technical knowledge and ability to create analytical performance reports that contribute to improving the end-user experience, driving increased traffic, and end-user engagement. Familiar with SEO principles, digital workflows, and tools used to manage and track platform updates.

Sr. Analyst: Has 10 years of advanced experience supporting digital operations and customer engagement across web and mobile platforms. Demonstrates proficiency in facilitating complex digital initiatives, aligning cross-functional teams, and continuously improving digital experiences based on data-driven insights. Possesses in-depth knowledge of digital tools and platforms, with the ability to translate business needs into technical requirements. Skilled in synthesizing data from multiple sources to inform recommendations that drive platform efficiency, functionality, and customer satisfaction. Demonstrates adeptness with a variety of analytical tools and resources to collect data on the performance and optimization of all digital platforms and synthesize information into actionable insights to achieve identified strategies.

Education, Experience & Qualifications

The successful candidate will have a bachelor's degree in computer science, business analytics, digital technology, or a related field and should have a minimum of five years of progressive experience supporting digital platforms, websites, or customer-facing technology, with a strong focus on business analysis and cross-functional coordination. Demonstrated experience analyzing digital performance data, identifying trends, and providing actionable insights to inform enhancements and improve the digital customer experience is crucial. They must have a proven ability to gather and document business requirements, facilitate stakeholder input, and support the successful execution of digital initiatives.

A strong track record of working collaboratively across departments, including Marketing, Customer Care, Sales, and Technology, to deliver results in a fast-paced environment is necessary. They should be proficient in supporting business-side website initiatives, including gathering requirements, coordinating enhancements, and facilitating cross-functional input to improve the digital customer experience. Strong analytical and problem-solving skills are essential, with the ability to translate findings into actionable insights and recommendations. The candidate must be highly organized, with strong attention to detail and the ability to manage multiple tasks and priorities in a fast-paced environment. Outstanding written and verbal communication skills are also required. Additionally, the candidate must be legally eligible to work in the US, able to effectively work remotely, and willing to travel to the Home Office in Rutland, VT, minimally four to six times a year. A valid driver’s license is also required.

Attributes

Detail-oriented and analytical individual with strong business analysis skills related to digital technologies and customer-facing platforms. Able to gather, interpret, and translate business requirements and digital performance data into clear, actionable recommendations that support execution. This is a tactical, hands-on role focused on driving digital initiatives forward in alignment with business goals. Success in this role requires excellent organizational skills, the ability to manage multiple priorities, and a collaborative approach to working across teams such as Marketing, Customer Care, Sales, and Technology.

Benefits

Medical, Dental, Vision, Life & Disability Insurance, Maternity & Parental Leave, Flexible Spending Accounts, Discounted Stock Program, 401K, Employee Awards, Employee Assistance Plan, Wellness Incentive, Tuition Assistance, Career Pathways, and More.