WGL- Customer Experience Analyst

Customer Experience Analyst

Position Summary : The Customer Experience Analyst reports to the Manager, Customer Experience and will support the utility's customer experience (CX) strategy by integrating journey mapping, voice of the customer (VoC) analytics, and insight generation into a unified view of the customer experience. This role is responsible for capturing and analyzing customer feedback across channels, visualizing experiences through maps and service blueprints, and surfacing actionable insights that inform operational and strategic improvements across departments.

Tasks and Responsibilities :

• Design and maintain end-to-end customer journeys, micro-journeys, and service blueprints tied to key utility programs (billing, service initiation, energy assistance, rebates, etc.).
• Deploy, manage, and monitor VoC tools and surveys (NPS, CSAT, CES, intercepts) to capture real-time and transactional feedback.
• Analyze structured and unstructured feedback (survey verbatims, call transcripts, behavioral data, customer interviews) to identify patterns, trends, and root causes of friction or satisfaction.
• Create personas, emotional stage mapping, and current / future state designs to reflect the lived customer experience.
• Partner with business units to align journey maps with internal process flows and operational data; support working sessions and frontline engagement.
• Deliver regular insight briefs and feedback reports with synthesized themes and performance metrics for CX leadership and stakeholders.
• Maintain and evolve the VoC dashboard, integrating multiple data sources to support decision-making and customer-centric KPIs.
• Support the design and facilitation of listening sessions, call reviews, and focus groups to enrich journey maps and identify new opportunities.
• Collaborate with Digital and Operational teams to advocate for experience design best practices and cross-functional improvements.
• Maintain clear documentation and version control of all CX visual artifacts and insights assets.

Qualifications, Skills and Abilities :

Preferred :

We offer a competitive salary range of $78,000 to $113,250 per year, commensurate with experience, education, and skills. In addition, we provide a comprehensive benefits package including health insurance, retirement plans, and paid time off.

The Company values diversity in its workforce and encourages United States military veterans and service members who meet the qualifications to apply.