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.
Numbers & Facts
Location
Houston, TX
Skills
Acceptance Testingunmatched
Agile Programming Methodologiesunmatched
Analysis Skillsunmatched
Billingunmatched
Business Analysisunmatched
Business Caseunmatched
Communication Skillsunmatched
Cross-Functionalunmatched
Customer Experienceunmatched
Customer Relationsunmatched
Customer/Client Researchunmatched
Establish Prioritiesunmatched
Identify Issuesunmatched
Marketingunmatched
Onboardingunmatched
Operational Improvementunmatched
Presentation/Verbal Skillsunmatched
Problem Solving Skillsunmatched
Process Analysisunmatched
Process Improvementunmatched
Requirements Managementunmatched
Root Cause Analysisunmatched
Validation Testingunmatched
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