Customer Journey Architect for CX Improvements

Westinghouse Electric Company; Houston (TX); Sur place; USD 41 000 - 48 000; Plein temps

Résumé du poste

Westinghouse Electric Company is seeking a Customer Journey Analyst for a 1-year contract in Houston, TX. The role focuses on mapping journeys, identifying friction, and quantifying impact to drive improvements across onboarding, billing, and service processes.

The ideal candidate has 5+ years in Customer Experience or related fields, strong analytical skills, and experience translating data into actionable requirements. Collaboration with Operations, Product, and Tech is essential.

Qualifications

• 5+ years in Customer Experience, Business Analysis, Process Improvement, Operations, or related fields.
• Experience with customer journey mapping and process analysis.
• Ability to translate data into actionable insights.
• Experience prioritizing opportunities by customer and business impact.
• Strong communication and stakeholder management skills.

Responsabilités

• Map and maintain end-to-end customer journeys (onboarding, billing, service transfers, renewals, disconnects).
• Analyze feedback, complaints, operational data, call drivers, and digital behavior to identify gaps.
• 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.
• Partner with Operations, Product, Digital, Billing, Marketing, and Tech to design solutions.
• Support UAT, validation, and post-launch measurement.

Connaissances

Customer journey mapping

Data analysis

Problem solving

Cross-functional collaboration

Communication and presentation

Description du poste

Westinghouse Electric Company is seeking a Customer Journey Analyst for a 1-year contract in Houston, TX. The role focuses on mapping journeys, identifying friction, and quantifying impact to drive improvements across onboarding, billing, and service processes.

The ideal candidate has 5+ years in Customer Experience or related fields, strong analytical skills, and experience translating data into actionable requirements. Collaboration with Operations, Product, and Tech is essential.