Senior CX Specialist: Journey Mapping & VoC Insights

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

Benefits offered by this job

Health Savings Accounts

401(k) with robust matching

Employee Stock Purchase Plan

Generous paid time off

Job summary

Consolidated Edison Company of New York, Inc. (Con Edison) is seeking a Senior Specialist to advance customer experience initiatives across the CX Center of Excellence. You will map journeys, support VoC operations, and translate insights into process improvements that elevate customer satisfaction.

You will work with analytics, operations, and design teams to benchmark performance, drive action, and explore AI-enabled opportunities in service design.

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.
• Experience with Voice of the Customer platforms and survey methodologies preferred.

Responsibilities

• Develop and maintain customer journey maps and service blueprints across key touchpoints.
• Support VoC program operations including survey distribution, monitoring, and feedback channels.
• Analyze feedback to identify trends, drivers of satisfaction, and sentiment across channels.
• Prepare insight‑driven reports and dashboards for decision makers.
• Benchmark industry practices and track performance to improve customer experience.
• Collaborate with cross‑functional teams to translate insights into actions.

Skills

Customer experience

Analytics

Voice of the Customer

Process mapping

Education

Associate's Degree

Bachelor's Degree

Master's Degree

Tools

Microsoft Office

Job description

Consolidated Edison Company of New York, Inc. (Con Edison) is seeking a Senior Specialist to advance customer experience initiatives across the CX Center of Excellence. You will map journeys, support VoC operations, and translate insights into process improvements that elevate customer satisfaction.

You will work with analytics, operations, and design teams to benchmark performance, drive action, and explore AI-enabled opportunities in service design.