Customer Experience Journey Analyst

Westinghouse Electric Company LLC; Massachusetts; On-site; USD 41,000 - 48,000; Full time

Benefits offered by this job

Health benefits

401(k)

Paid vacations

Job summary

Westinghouse's WECTEC Staffing Services seeks a Customer Journey Analyst for a 1-year contract in Houston, TX. You will map customer journeys, identify friction points, quantify impact on customer satisfaction and revenue, and partner with cross-functional teams to implement improvements.

You will support UAT and post-launch measurements, report to the onsite manager, and maintain a portfolio of pain points with business cases.

Qualifications

• 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.
• Experience supporting testing, validation, or implementation efforts preferred.

Responsibilities

• 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 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.

Skills

Customer journey mapping

Process analysis

Requirements development

Job description

Westinghouse's WECTEC Staffing Services seeks a Customer Journey Analyst for a 1-year contract in Houston, TX. You will map customer journeys, identify friction points, quantify impact on customer satisfaction and revenue, and partner with cross-functional teams to implement improvements.

You will support UAT and post-launch measurements, report to the onsite manager, and maintain a portfolio of pain points with business cases.