Senior CX Journey & VoC Insights Specialist

Consolidated Edison Company of New York; New York (NY); On-site; USD 90,000 - 120,000; Full time

Job summary

Consolidated Edison Company of New York is seeking a Senior Specialist to advance customer experience initiatives within Customer Assistance. The role focuses on Voice of the Customer, journey mapping, and industry benchmarking to translate feedback into process improvements that boost service and satisfaction.

Responsibilities include supporting VoC operations, analyzing feedback, creating reports, and collaborating with cross-functional teams to drive action.

Qualifications

• 3-5 years in customer experience support or related roles.
• "Must interpret customer feedback and develop insights"
• Experience handling multiple assignments and tight deadlines.

Responsibilities

• Support Voice of the Customer programs and surveys
• Develop customer journey maps and service blueprints
• Prepare insight-driven reports and dashboards
• Benchmark and track performance against best practices

Skills

Customer analytics

Service design

Business analyst

Data interpretation

Cross-functional collaboration

Education

Associate's Degree

Bachelor's Degree

Master's Degree

Tools

Microsoft Office

NPS/CSAT platforms

Job description

Consolidated Edison Company of New York is seeking a Senior Specialist to advance customer experience initiatives within Customer Assistance. The role focuses on Voice of the Customer, journey mapping, and industry benchmarking to translate feedback into process improvements that boost service and satisfaction.

Responsibilities include supporting VoC operations, analyzing feedback, creating reports, and collaborating with cross-functional teams to drive action.