Customer Journey Analyst

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.

Enable Skills-Based Hiring	No
Furlough Notification	All NextEra Energy Contingent Workforce Program (CWP) assignments are eligible for worker furlough. Typical furlough schedules coincide with select national holidays, but may be subject to change. Suppliers will be notified by the CWP of those workers impacted and the applicable furlough dates prior to each furlough period.
Worker Building Location	CCH - Chase Center - 0000133841
Will driving be required as part of position duties/work?	No
Driving Record Validation	For all positions indicating driving requirements, supplier must hold validation of non-restricted current driver''s license and demonstrate the following: no alcohol/drug related driving offenses within the previous five years and/or the license is not currently suspended or restricted related to hours of driving or reason for driving.
Additional Job Details	(No Value)
Will Per Diem and Mob/De-Mob expense types be available for this requisition?	No
If Per Diem is available, please indicate the maximum amount:	0
If Nuclear Business Unit: On-Boarding Note	Nuclear workers requiring unescorted badge access will follow onsite in-processing procedures. All others will be required to complete Non-Nuclear pre-assignment screenings through their staffing supplier. Please contact CWP with any questions: cwp@nexteraenergy.com or 561-694-4761.
Will the selected worker require unescorted badge access into Nuclear protected areas?	No
Is NERC CIP unescorted physical or cyber access required for this assignment?	No
Which NERC access is needed?	N/A
Is Federal Energy Regulatory Commission access required?	No

Shift Type	Standard Shift (8-5)

Hours per Day	8
Hours per Week	40
Total Hours	1,120.00

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