Senior Specialist, Customer Assistance, CX Center of Excellence

CECONY•New York, NY

16h•$105,000 - $135,000

About The Position

The Senior Specialist supports customer experience initiatives across Customer Assistance by contributing to Voice of the Customer programs, customer journey mapping, and industry benchmarking. The role translates customer feedback and operational insights into process improvements that enhance service and customer satisfaction. The position develops and maintains journey maps and service blueprints across customer service touchpoints, facilitates cross-functional workshops, and visualizes insights through journey maps, flowcharts, and service design artifacts. It champions the customer perspective while balancing operational and business needs, partners with an analytics lead to turn data and feedback into actionable insights, and explores AI-enabled opportunities to improve journey mapping and customer experience outcomes. The role also supports VoC program operations, analyzes feedback across channels, prepares reports and dashboards, supports closed-loop feedback with operational teams, and conducts industry benchmarking. The selected candidate will have a System Emergency Assignment and may be expected to work non-business hours, including nights, weekends, and holidays, during emergencies.

Requirements

Associate's degree and 5 years of work experience, or bachelor's degree and 3 years of work experience, or master's degree and 7 years of work experience.
3–5 years in customer experience support, service design, customer analytics, or a business analyst role.
Ability to interpret customer feedback, organize unstructured data, and develop actionable insights.
Experience handling multiple assignments, changing priorities, and tight deadlines.
Driver's license required.
Strong written and verbal communication skills and experience working across cross-functional teams.
Proficiency in Microsoft Office, including Word, Excel, Outlook, and PowerPoint.

Nice To Haves

Experience developing customer journey maps, personas, or service blueprints.
Familiarity with Voice of the Customer platforms and survey methodologies, including NPS and CSAT.

Responsibilities

Develop and maintain customer journey maps and service blueprints across key customer service touchpoints.
Facilitate cross-functional workshops to identify friction points, pain points, and process improvement opportunities.
Visualize insights through journey maps, flowcharts, and service design artifacts that support positive change.
Champion the customer perspective while balancing operational and business needs.
Partner with the analytics lead to translate data and feedback into actionable customer experience insights.
Explore AI-enabled opportunities to improve journey mapping, insight generation, and customer experience outcomes.
Support Voice of the Customer program operations, including survey distribution, monitoring, and feedback channel administration.
Analyze customer feedback to identify trends, satisfaction drivers, and sentiment across channels.
Prepare insight-driven reports and dashboards that keep the customer voice central to decision-making.
Support closed-loop feedback processes by partnering with operational teams to address and act on customer insights.
Conduct industry benchmarking to compare services and processes against best practices.
Work non-business hours during emergencies, potentially including nights, weekends, and holidays, as part of a System Emergency Assignment.