Customer Journey Analyst

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

Job summary

Westinghouse Electric Company is seeking a Customer Journey Analyst for a 1-year contract in Houston, TX. The role focuses on mapping journeys, identifying friction, and quantifying impact to drive improvements across onboarding, billing, and service processes.

The ideal candidate has 5+ years in Customer Experience or related fields, strong analytical skills, and experience translating data into actionable requirements. Collaboration with Operations, Product, and Tech is essential.

Qualifications

• 5+ years in Customer Experience, Business Analysis, Process Improvement, Operations, or related fields.
• Experience with customer journey mapping and process analysis.
• Ability to translate data into actionable insights.
• Experience prioritizing opportunities by customer and business impact.
• Strong communication and stakeholder management skills.

Responsibilities

• Map and maintain end-to-end customer journeys (onboarding, billing, service transfers, renewals, disconnects).
• Analyze feedback, complaints, operational data, call drivers, and digital behavior to identify gaps.
• Quantify customer and business impact and prioritize improvement opportunities.
• Maintain a portfolio of pain points, opportunities, and business cases.
• Conduct root-cause analysis and validate findings with stakeholders.
• Translate insights into business requirements, user stories, and acceptance criteria.
• Partner with Operations, Product, Digital, Billing, Marketing, and Tech to design solutions.
• Support UAT, validation, and post-launch measurement.

Skills

Customer journey mapping

Data analysis

Problem solving

Cross-functional collaboration

Communication and presentation

Job description

*Must be able to work in the United States without sponsorship*

We are looking for a Customer Journey Analyst on behalf of our client. This is a 1-year contract assignment. (W-2) You would be helping identify, prioritize, and solve customer experience pain points across the end-to-end customer lifecycle. This role will focus on mapping customer journeys, uncovering friction points, quantifying customer and business impact, and partnering with cross-functional teams to improve customer experiences.

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.
• Quantify the customer and business impact 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 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.
• 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.
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
• Experience prioritizing improvement opportunities based on customer and business impact.
• Ability to work effectively across multiple teams and stakeholders.
• Excellent communication, facilitation, and presentation skills.
• Experience supporting testing, validation, or implementation efforts preferred.

We are committed to transparency and equity in all of 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