Customer Journey Analyst

Role summary / purpose 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, and 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 Requirements – education & experience • 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 • Ability to work effectively across multiple teams and stakeholders Required skills • 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 • Excellent communication, facilitation, and presentation skills Nice-to-have / preferred skills • Experience supporting testing, validation, or implementation efforts