Job#: 3054947 Job Description: Customer Journey Analyst
Location: Houston, Texas (On-site)
Role Overview
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.
Key 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.
Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
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Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.
Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.
If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at or . Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.
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