Customer Journey Management Analyst (Hybrid)

The Customer Journey Management Analyst is responsible for maintaining customer personas. The CJMA will collaborate with team leads and supervisors on execution/implementation of best practices to create experiences that exceed customer expectations. The CJMA will engage project methodologies for ideal and curative state recommendations for product and services cross divisionally to best meet customer needs.  

Duties & Responsibilities:

• Gather raw data from multiple sources
• Interpret and understand major themes within the data
• Draw sound conclusions from large sums of data and provide resolutions
• Identify areas of opportunity and points of pain for customer segments
• Forecast the impact of any changes and work with stakeholders to prevent future bad experiences
• Develop and update journey maps from an internal/external perspective
• Conduct curative journey mapping sessions
• Conduct competitive analysis and research.
• Develop recommendations based on customer feedback
• Present opportunities and recommendations to divisions to guide and inspire changes to enhance customer experience
• Document findings and recommendations
• Take meeting notes
• Execute on curative resolutions
• Maintain journey maps as processes and experiences change
• Interview customers for feedback
• Screen and facilitate focus groups
• Attend meetings and seminars
• Continually update knowledge of various project methodologies and all process/experience changes that impact customers based on assigned life cycle
• Be available to work additional hours as the business needs dictate
• Other duties as assigned

Requirements:

• High School Diploma
• Experience commensurate with an associate degree in a related field
• 2 years in customer experience or project management role
• Business acumen

Qualifications & Skills:

• Knowledge of design thinking and customer journey management methodologies
• Excellent oral, active listening and written communication skills
• Ability to communicate organizationally at key moments throughout the process
• Intermediate level skills in Word, Excel and Power Point
• Fully developed and effective presentation skills
• Strong project coordinator skills
• Able to motivate project team members
• Time management, organizational, keen attention to detail, and prioritization skills
• Critical thinking
• Service orientation
• Ability to work both independently and within a team with minimal direct supervision
• Ability to handle stress professionally, calmly and effectively
• Positive and professional attitude
• Minimal travel occurs most often within New York State to support the collection of customer feedback and is often completed in the same day.

Payband 4 / Hours 40 per week

Salary Range: $42,000-$57,000

Accepting applications through: 1/31/2025

Salary : $42,000 - $57,000