Customer Journey Analyst

Title: Customer Journey Analyst

Pay: $25.00-$33.00/hr

Location: Downtown Houston

Schedule: Mon - Thurs On Site, Friday Remote

Duration: 6-Month Initial Contract




The Customer Experience team is seeking a Customer Journey Analyst to identify, prioritize, and resolve customer experience pain points across the end-to-end customer lifecycle. This role focuses on mapping customer journeys, uncovering friction points, quantifying customer and business impact, and partnering with cross-functional teams to improve customer experiences.

Key Responsibilities

• Map and maintain end-to-end customer journeys, including:
  • Onboarding and account setup
  • Billing and payments
  • Service transfers
  • Disconnect and reconnect processes
  • Payment arrangements
  • Renewals and retention
  • Adding or modifying services
• Analyze customer feedback, complaints, operational data, call drivers, and digital behavior to identify experience gaps and friction points.
• Quantify the customer and business impact of identified issues and help prioritize improvement opportunities.
• Maintain a portfolio of customer pain points, improvement opportunities, and associated business cases.
• Conduct root-cause analysis and validate findings with business stakeholders.
• Translate customer insights into business requirements, user stories, and acceptance criteria.
• Partner with Operations, Product, Digital, Billing, Marketing, and Technology teams to design effective solutions.
• Support user acceptance testing (UAT), implementation validation, and post-launch measurement to ensure improvements deliver the intended results.

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.
• Ability to work effectively across multiple teams and stakeholders.
• Excellent communication, facilitation, and presentation skills.
• Experience supporting testing, validation, or implementation efforts preferred.

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