Customer Journey Analyst (onsite)

Vitaver and Associates • Houston, TX

8d • Onsite

About The Position

The Customer Journey Analyst will map and maintain end-to-end customer journeys, analyze customer and operational information to identify experience gaps, and help prioritize improvements according to customer and business impact. The role includes root-cause analysis, developing business requirements and acceptance criteria from customer insights, and partnering with cross-functional teams to design solutions. The position is based onsite at the client’s Houston, Texas site, with the possibility of working remotely one day per week on Friday. It is a temporary project estimated to last 12 or more months, with possible extensions. The client is hiring exclusively through approved staffing partners; candidates must be available to work at the Houston site and able to relocate as required.

Requirements

• At least 5 years of experience in Customer Experience, Business Analysis, Process Improvement, or Operations.
• Experience with customer journey mapping.
• Experience with process analysis.
• Experience with requirements development.
• Analytical and problem-solving experience.
• Experience prioritizing improvement opportunities based on customer and business impact.
• Experience with root-cause analysis.
• Availability to work at the client’s site in Houston, Texas.

Nice To Haves

• Experience supporting testing, validation, or implementation efforts.

Responsibilities

• Map and maintain end-to-end customer journeys, including onboarding and account setup, billing and payments, service transfers, disconnect and reconnect processes, payment arrangements, renewals and retention, and adding or modifying services.
• Analyze customer feedback, complaints, operational data, call drivers, and digital behavior to identify experience gaps and friction points.
• Quantify the customer and business impact of identified issues and help prioritize improvement opportunities.
• Maintain a portfolio of customer pain points, improvement opportunities, and associated business cases.
• Conduct root-cause analysis and validate findings with business stakeholders.
• Translate customer insights into business requirements, user stories, and acceptance criteria.
• Partner with Operations, Product, Digital, Billing, Marketing, and Technology teams to design effective solutions.

Benefits

• Opportunity to work with a large solar and wind energy provider and learn about its technologies and approaches.
• Access to the client’s campus facilities for work and recreation.
• Potential project extensions.
• Support and advice from Vitaver consultants working at the client site.
• Eligibility to participate in the Vitaver Successful Completion Bonus Program.
• Payment in full and on time.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed