Customer Journey Analyst

Hydrogen Group; Houston (TX); Hybrid; USD 34,000 - 45,000; Part time

Job summary

Hydrogen Group is seeking a Customer Journey Analyst in Houston to map end-to-end customer journeys, identify friction points and quantify impacts. You will work with cross-functional teams to prioritize and implement improvements across onboarding, billing, service transfers, renewals and more.

The role focuses on translating insights into business requirements, supporting UAT and post-launch measurement, with a 6-month initial contract and hybrid on-site/friday-remote schedule.

Qualifications

• 5+ years of experience in Customer Experience, Business Analysis, Process Improvement, Operations, or a related field.
• 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.

Responsibilities

• Map and maintain end-to-end customer journeys, including onboarding, billing, service transfers, disconnects, payments, renewals and retention.
• Analyze feedback, complaints, operational data, call drivers, and digital behavior to identify friction points.
• Quantify the impact of issues and prioritize improvement opportunities.
• Maintain a portfolio of pain points, improvements 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 Technology teams to design solutions.
• Support testing, validation or implementation and post-launch measurement.

Skills

Customer journey mapping

Data analysis

Cross-functional collaboration

Communication skills

Problem solving

Job description

Title: Customer Journey Analyst

Pay: $25.00-$33.00/hr

Location: Downtown Houston

Schedule: Mon - Thurs On Site, Friday Remote

Duration: 6-Month Initial Contract

The Customer Experience team is seeking a Customer Journey Analyst to identify, prioritize, and resolve customer experience pain points across the end-to-end customer lifecycle. This role focuses on mapping customer journeys, uncovering friction points, quantifying customer and business impact, and partnering with cross-functional teams to improve customer experiences.

Key Responsibilities

• Map and maintain end-to-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 improvement opportunities.


• 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 a related field.


• 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.

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