Customer Journey Analyst (onsite)

Vitaver & Associates, Inc; Houston (TX); Hybrid; USD 70,000 - 105,000; Part time

Job summary

Vitaver & Associates, Inc seeks a Customer Journey Analyst for a Houston, TX-based onsite contract role. The position focuses on mapping and optimizing customer journeys across onboarding, billing, and service transfers, with a strong emphasis on identifying gaps through feedback and data analysis.

You will translate insights into concrete requirements, user stories, and acceptance criteria, and partner with Operations, Product, Digital, Billing, Marketing and Technology to implement effective

Qualifications

• Experience in Customer Experience, Business Analysis, Process Improvement or Operations (5+ years).
• Experience with customer journey mapping.
• Experience with process analysis and requirements development.
• Analytical and problem-solving skills.
• Ability to prioritize improvement opportunities based on customer and business impact.
• Experience with root-cause analysis.

Responsibilities

• Map and maintain end-to-end customer journeys (onboarding, billing, service transfers, disconnect/reconnect, renewals, and account changes).
• Analyze feedback, complaints, operational data, call drivers, and digital behavior to identify gaps and friction points.
• 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.
• Collaborate with Operations, Product, Digital, Billing, Marketing, and Technology to design effective solutions.

Skills

Customer Experience

Business Analysis

Process Improvement

Operations

Customer Journey Mapping

Process Analysis

Requirements Development

Analytical Thinking

Problem Solving

Impact Prioritization

Root Cause Analysis

Job description

14959 - Customer Journey Analyst (Onsite) - Houston, TX

Start Date: ASAP

Type: Temporary Project

Estimated Duration: 12+ months with possible extensions

Work Setting: Onsite with the possibility of 1 day remote (Friday).

Only candidates able to relocate as required should apply to avoid removal from future consideration.

Our client is filling this contract position exclusively through approved staffing partners, so this opportunity is not available by applying directly with the client. If you're interested, we'd be happy to represent you throughout the hiring process.

Required:

• Availability to work at the Client's site in Houston, TX (required).
• Experience with Customer Experience, Business Analysis, Process Improvement, or Operations (5+ years).
• Experience with Customer journey mapping.
• Experience with Process analysis.
• Experience with Requirements development.
• Experience with Analytical and problem-solving.
• Experience with Prioritizing improvement opportunities based on customer and business impact.
• Experience with Root-cause analysis.

Preferred:

• Experience with Supporting testing, validation, or implementation efforts.

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, and 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.

Why apply?

• Gain experience with one of the world's largest solar and wind energy providers, which last year briefly became the most valued U.S. energy company.
• Work with a great team of professionals and learn newest technologies and approaches.
• Enjoy our Client's wonderful campus with top-notch facilities for work and recreation.
• Benefit from multiple projects extensions.
• Receive support and advice from Vitaver consultants who are already working at our Client's site.
• Get extra cash by participating in Vitaver Successful Completion Bonus Program.
• Always get paid in full and on time.