Customer Journey Analyst

About the role

The Customer Experience team is seeking a Customer Journey Analyst to 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. The position involves conducting operational and financial analyses to support informed decision-making within the business unit.

Location: Houston, Texas (On-site)

Responsibilities

• Map and maintain end-to-end customer journeys, including onboarding, billing, service transfers, and renewals.
• Analyze customer feedback, operational data, call drivers, and digital behavior to identify experience gaps.
• 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.
• Conduct moderate to complex operational analyses and work with cross-functional teams to optimize business performance.
• Lead process mapping initiatives to ensure workflows align with business objectives.

Required Qualifications

• Education: Bachelor's degree in Business, Economics, Information Systems, or a related field.
• Experience: 6-10 years of experience in business analysis, market intelligence, business process improvement, or a related field. Experience with customer journey mapping, process analysis, and requirements development is necessary.
• Technical Skills: Expertise in database management, market intelligence, and data governance. Proficiency with data visualization techniques using Power BI, SQL, Python, and Excel.

Preferred Qualifications

• Experience prioritizing improvement opportunities based on customer and business impact.
• Experience supporting testing, validation, or implementation efforts.

Benefits

Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of