Customer Experience Journey Architect

Westinghouse Electric Company; Houston (TX); On-site; USD 41,000 - 48,000; Full time

Job summary

Westinghouse's WECTEC Staffing Services seeks a Customer Journey Analyst for a 1-year contract in Houston, TX. You will map journeys, identify friction points, and partner with multiple teams to improve the customer experience across the lifecycle.

You will analyze feedback and operational data, measure impact on customer and revenue, and translate insights into requirements and user stories, supporting UAT and post-launch measurement.

Qualifications

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

Responsibilities

• Map and maintain end-to-end customer journeys.
• Analyze feedback, complaints, operational data, call drivers, and digital behavior.
• Measure the customer and revenue impact of identified issues.
• Maintain a portfolio of pain points, improvement opportunities, and 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 to design solutions.
• Support user acceptance testing (UAT), implementation validation, and post-launch measurement.

Skills

Journey mapping

Process analysis

Requirements development

Stakeholder collaboration

Job description

Westinghouse's WECTEC Staffing Services seeks a Customer Journey Analyst for a 1-year contract in Houston, TX. You will map journeys, identify friction points, and partner with multiple teams to improve the customer experience across the lifecycle.

You will analyze feedback and operational data, measure impact on customer and revenue, and translate insights into requirements and user stories, supporting UAT and post-launch measurement.