Customer Journey Analyst

Westinghouse•Houston, TX

4d•Onsite

About The Position

We are looking for a Customer Journey Analyst on behalf of our client. This is a 1-year contract assignment. You'll help identify, prioritize, and solve customer experience pain points across the end-to-end customer lifecycle. You will focus on mapping customer journeys, uncovering friction points, quantifying customer and revenue impact, and partnering with teams to improve customer experiences. You will report to the onsite manager.

Requirements

5+ years of experience in Customer Experience, Business Analysis, Process Improvement, Operations, or related fields.
Experience with customer journey mapping, process analysis, and requirements development.
Experience prioritizing improvement opportunities based on customer and revenue impact.
Experience supporting testing, validation, or implementation efforts preferred.

Responsibilities

Map and maintain end-of-the-end customer journeys, including: Onboarding and account setup, Billing and payments, Service transfers, Disconnect and reconnect processes, Payment arrangements, Renewals and retention, Adding or modifying services
Analyze customer feedback, complaints, operational data, call drivers, and digital behavior to identify experience gaps and friction points.
Measure the customer and revenue impact of identified issues and help prioritize opportunities for improvement.
Maintain a portfolio of customer pain points, improvement opportunities, and associated business cases.
Conduct root-cause analysis and validate findings with partners.
Translate customer insights into requirements, user stories, and acceptance criteria.
Partner with Operations, Product, Digital, Billing, Marketing, and Technology teams to design solutions.
Support user acceptance testing (UAT), implementation validation, and post-launch measurement to ensure improvements deliver the intended results.