Customer 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

Select how often (in days) to receive an alert:

A Wholly Owned Subsidiary of Westinghouse Electric Company LLC

WECTEC Staffing Services provides customer-focused solutions with offerings ranging from high-volume and low-cost to specialized niche solutions, never compromising on delivering best-in-class customer service to both our clients and our professionals each day.

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

• 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.

WECTEC Staffing Services continues to successfully place professional and technical resources into key roles globally. You can learn more by visiting www.wectecstaffing.com

Get connected with WECTEC Staffing Services on social media: LinkedIn

Equal Opportunity Employer including Veterans and Individuals with Disabilities

#LI-Onsite

Employment opportunities may require access to information which is subject to the export control regulations of the United States. Hiring decisions for such positions are required by law to be made in compliance with these regulations. Applicants for employment opportunities in other countries must be able to meet the comparable export control requirements of that country and of the United States.

WECTEC LLC and WECTEC Staffing Services LLC are subsidiaries of Westinghouse Electric Company LLC