Customer Journey Analyst — Onsite with 1 Remote Day

Vitaver & Associates, Inc; Houston (TX); Hybrid; USD 70.000 - 105.000; Teilzeit

Zusammenfassung

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

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Customer Experience

Business Analysis

Process Improvement

Operations

Customer Journey Mapping

Process Analysis

Requirements Development

Analytical Thinking

Problem Solving

Impact Prioritization

Root Cause Analysis

Jobbeschreibung

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