Customer Journey Analyst

Westinghouse Electric Company; Canton (MA); On-site; USD 85,962,000 - 100,289,000; Full time

Benefits offered by this job

Health benefits

401(k) plan

Paid vacations

Job summary

Westinghouse Electric Company through WECTEC Staffing Services seeks a Customer Journey Analyst for a 1-year on-site contract in Houston, TX. You will map end-to-end customer journeys, identify friction points, quantify impact on customer experience and revenue, and partner across Operations, Product, Digital, Billing, Marketing and Technology.

You will translate insights into requirements, support UAT and post-launch measurement, and maintain a portfolio of improvement opportunities with

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

• Map and maintain end-to-end customer journeys, including onboarding, billing, service transfers, and renewals.
• Analyze feedback, complaints, and data to identify gaps and friction points.
• Measure customer impact and prioritize opportunities to improve revenue and experience.
• Maintain a portfolio of pain points and associated business cases.
• Conduct root-cause analysis and validate findings with partners.
• Translate insights into requirements, user stories, and acceptance criteria.
• Partner with Operations, Product, Digital, Billing, Marketing and Technology to design solutions.
• Support user acceptance testing, implementation validation, and post-launch measurement.

Skills

Customer journey mapping

Business analysis

Process improvement

Requirements development

Stakeholder collaboration

Job description

Are you interested in being part of an innovative team that supports Westinghouse's mission to provide clean energy solutions? At WECTEC Staffing Services, a wholly-owned subsidiary of Westinghouse Electric Company LLC, we recognize that our employees are our most valuable asset and we seek to identify, attract and recruit the most qualified talent while recognizing and encouraging the value of diversity in the global workplace.

About the role:

Location: Houston, TX 77002

We are looking for a Customer Journey Analyst on behalf of our client. This is a 1-year contract assignment. (W-2) 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 , and partnering with teams to improve customer experiences. You will report to the onsite manager.

Location: Houston, TX 77002

1-year contract assignment. (W-2)

Key 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 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.

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.

Our Safety Pledge to You:

If you are as committed to your success as we are committed to your safety, then this is the position for you! For us, our guiding principle has always been and will continue to be the safety of our people. It's that simple!

Why WECTEC Staffing Services?

WECTEC Staffing Services delivers customer-focused solutions, offering everything from high-volume, cost-effective staffing to specialized niche roles, while maintaining best-in-class service. Our employees bring expertise across technical and corporate functions, supporting international contracts in over five countries. We invite you to explore opportunities within our distinguished global talent network.

WECTEC Staffing Services offers competitive pay to all of our employees. Additionally, most positions qualify for benefits including the following:

• Comprehensive Health and Income Protection Benefits
• 401(k) Savings Plan
• Paid Vacations for Qualifying Positions

We are committed to transparency and equity in all our people practices. The base salary range for this position, which is dependent upon experience, qualifications and skills, is estimated to be $30.00/hr. to $35.00/hr.

Equal Opportunity Employer including Veterans and Individuals with Disabilities