Customer Journey Analyst — Elevate CX & Revenue

Westinghouse Electric Company

Canton (MA)

On-site

USD 85,962,000 - 100,289,000

Full time

4 days ago

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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.