Hybrid Customer Journey Analyst - Fri Remote

Hydrogen Group; Houston (TX); Hybrid; USD 34,000 - 45,000; Part time

Job summary

Hydrogen Group is seeking a Customer Journey Analyst in Houston to map end-to-end customer journeys, identify friction points and quantify impacts. You will work with cross-functional teams to prioritize and implement improvements across onboarding, billing, service transfers, renewals and more.

The role focuses on translating insights into business requirements, supporting UAT and post-launch measurement, with a 6-month initial contract and hybrid on-site/friday-remote schedule.

Qualifications

• 5+ years of experience in Customer Experience, Business Analysis, Process Improvement, Operations, or a related field.
• Experience with customer journey mapping, process analysis, and requirements development.
• Strong analytical and problem-solving skills, with the ability to translate data into actionable insights.
• Experience prioritizing improvement opportunities based on customer and business impact.

Responsibilities

• Map and maintain end-to-end customer journeys, including onboarding, billing, service transfers, disconnects, payments, renewals and retention.
• Analyze feedback, complaints, operational data, call drivers, and digital behavior to identify friction points.
• Quantify the impact of issues and prioritize improvement opportunities.
• Maintain a portfolio of pain points, improvements 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 Technology teams to design solutions.
• Support testing, validation or implementation and post-launch measurement.

Skills

Customer journey mapping

Data analysis

Cross-functional collaboration

Communication skills

Problem solving

Job description

Hydrogen Group is seeking a Customer Journey Analyst in Houston to map end-to-end customer journeys, identify friction points and quantify impacts. You will work with cross-functional teams to prioritize and implement improvements across onboarding, billing, service transfers, renewals and more.

The role focuses on translating insights into business requirements, supporting UAT and post-launch measurement, with a 6-month initial contract and hybrid on-site/friday-remote schedule.