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Customer Experience Analyst

AIT Global, Inc.

Newport News, Virginia • Today

Easy Apply

Contract

Help Desk Analyst

Idealforce LLC

Remote • Today

Contract

Depends on Experience

Help Desk Analyst

Randstad Digital

Remote or Phoenix, Arizona • Today

Contract

USD22 - USD25

Contract Support Analyst.

Pyramid Consulting, Inc.

Remote • 10d ago

Easy Apply

Contract

$30 - $34

QA ANALYST

AaraTechnologies Inc

Remote or Hybrid in Wyoming, Michigan • 7d ago

Easy Apply

Contract

$65,000 - $75,000

Analytics Engineer

AHU Technologies Inc

Remote • Today

Full-time

Compensation information provided in the description

Job Details

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Customer Experience Analyst

Summary

Job Title: Customer Experience Analyst
Location: Newport News, VA (Onsite)

Key Responsibilities:

Lead end end mapping of the member journey across account opening, servicing, lending, and communications touchpoints, creating current-state and future-state journey maps
Conduct branch visits, shadowing sessions, and staff interviews to observe member interactions firsthand and surface friction points
Facilitate member and staff feedback sessions to validate journey pain points and test proposed improvements
Design improved, member-facing experiences for account opening, servicing, and lending interactions, balancing member needs with operational feasibility
Review and rewrites member-facing communications, including notices, scripts, letters, and digital messaging, for clarity, tone, and consistency
Build touchpoint inventories that catalog every interaction a member has with a branch, flagging redundant, confusing, or outdated steps
Translate journey findings into specific, actionable workflow recommendations for the process improvement function to implement
Prioritize journey improvement opportunities based on member impact, frequency, and effort required
Present journey maps, findings, and member experience recommendations to the svp, sales and service
Stay current on member experience best practices and emerging expectations in retail banking and credit unions
Serve as the voice of the member throughout the branch operations transformation program

Qualifications:

Bachelor's degree in Business, Communications, Human-Centered Design, or related field, or equivalent experiences
Two to three years of experience in customer experience, journey mapping, UX research, or a member/customer-facing role within financial services
Skilled at facilitation and interviewing, with the ability to translate qualitative feedback into clear documentation

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10106248
Position Id: 2026-4345
Posted 14 hours ago

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Newport News, Virginia

•

Today

Job Title: Process Engineer Banking Operations (Small Business Focus) Location: Newport News, VA (Hybrid) About the Role: Rockwoods is seeking a Process Engineer with strong experience designing and optimizing credit union/Banking operations, especially within small business lending, onboarding, and servicing. This role is ideal for someone who can analyze end to end workflows, eliminate inefficiencies, and build scalable processes that improve member experience and operational performance. You

Easy Apply

Contract

Business Analyst / Product Owner Banking (Small Business Focus)

Newport News, Virginia

•

Today

Job Title: Business Analyst / Product Owner Banking (Small Business Focus) Location: Newport News, VA (Hybrid) About the Role: We are seeking a Business Analyst / Product Owner with deep experience in credit union/Banking operations, small business banking, and technology driven product delivery. This role is ideal for someone who understands the unique regulatory, operational, and member service expectations of U.S. credit unions and can translate them into scalable digital products, process i

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Contract

Senior Business Manager, Future of Retail Bank Servicing Strategy

Richmond, Virginia

•

Today

Senior Business Manager, Future of Retail Bank Servicing Strategy As a Senior Business Manager on the Retail Bank Servicing Strategy team, you will be a leader in defining Capital One?s 2035 customer servicing vision and making that vision a reality. We are a highly visible team responsible for analyzing where Retail Bank has the greatest opportunities to improve servicing, partnering with product managers and engineers to identify AI and technology solutions to unlock that value, and ensuring

Full-time

Service Designer Journey Mapping & Experience Strategy

No location provided

•

Today

Service Designer (Journey Mapping & Experience Design) Overview / Summary We are seeking a Service Designer to partner closely with an Experience Lead within an aligned workstream. This role will focus on reviewing data and trends, identifying pain points, and mapping experiences to support business objectives. The ideal candidate is an expert in Service Design and Journey Mapping within large organizations and can quickly learn organizational structures and navigate cross-functional environmen

Full-time