Customer Journey Analyst
The Customer Experience team is seeking a
Customer Journey Analyst to help identify, prioritize, and solve customer experience pain points across the end-to-end customer lifecycle. This role will focus 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 opportunities for improvement.
- 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 related fields.
- 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.
EEO:
Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.