Customer Journey Analyst

RESPONSIBILITIES

Kforce has a client in Houston, TX that is seeking a Customer Journey Analyst.

Summary

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

• 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

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

REQUIREMENTS:

• 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

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law. This job is not eligible for bonuses, incentives or commissions. Kforce is an Equal Opportunity/Affirmative Action Employer.

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