Senior CX Specialist: Customer Journey & Insights

Con Edison Co.; New York (NY); On-site; USD 105,000 - 135,000; Full time

Benefits offered by this job

Health Savings Accounts

401(k) with matching

Generous paid time off

Employee Stock Purchase Plan

Tuition reimbursement

Job summary

Consolidated Edison Company of New York, Inc. (Con Edison) is seeking a Senior Specialist, Customer Assistance, within the CX Center of Excellence to advance customer experience initiatives.

You will support voice of the customer programs, map customer journeys, and benchmark industry practices to translate feedback into service improvements. This role requires 3–5 years in customer experience or business analysis, a relevant degree, and a willingness to work non-business hours during

Qualifications

• 3–5 years in customer experience support, service design, customer analytics, or a business analyst role, required.
• Ability to interpret customer feedback, organize unstructured data, and develop actionable insights, required.
• Familiarity with Voice of the Customer platforms and survey methodologies, including NPS and CSAT, preferred.
• Driver's License Required.

Responsibilities

• Customer Journey Mapping Support.
• Develop and maintain customer journey maps and service blueprints across key customer service touchpoints.
• Facilitate cross-functional workshops to identify friction points, pain points, and process improvement opportunities.
• Visualize insights through journey maps, flowcharts, and service design artifacts that support positive change.
• Champion the customer perspective while balancing operational and business needs.
• Partner with analytics lead to translate data and feedback into actionable customer experience insights.
• Explore AI-enabled opportunities to improve journey mapping, insight generation, and customer experience outcomes.
• Voice of the Customer (VoC) Program Support.
• Support VoC program operations, including survey distribution, monitoring, and feedback channel administration.
• Analyze customer feedback to identify trends, satisfaction drivers, and sentiment across channels.
• Prepare insight-driven reports and dashboards that keep the customer voice central to decision-making.
• Support closed-loop feedback processes by partnering with operational teams to address and act on customer insights.
• Benchmarking & Performance Tracking
• Conduct industry benchmarking to compare services and processes against best practices.

Skills

Customer experience

Service design

Customer analytics

Business analysis

NPS CSAT familiarity

Education

Associate's Degree

Bachelor's Degree

Master's Degree

Job description

Consolidated Edison Company of New York, Inc. (Con Edison) is seeking a Senior Specialist, Customer Assistance, within the CX Center of Excellence to advance customer experience initiatives.

You will support voice of the customer programs, map customer journeys, and benchmark industry practices to translate feedback into service improvements. This role requires 3–5 years in customer experience or business analysis, a relevant degree, and a willingness to work non-business hours during