Wgl - Customer Experience Analyst

Washington Gas

Springfield, VA, United States
Base: $79,200 to $114,975 py; bonus/equity: not sp...
Analyze customer feedback data
Customer journey mapping
Synthesize insights for improvements
Support Washington Gas’s customer experience (CX) strategy by capturing and analyzing customer feedback across data sources, visualizing experiences through journey maps, and surfacing actionable insights

Job Summary

  • Support Washington Gas’s customer experience (CX) strategy by capturing and analyzing customer feedback across data sources, visualizing experiences through journey maps, and surfacing actionable insights.
  • Lead analysis of structured and unstructured data to identify recurring issues, extract themes, quantify trends, and understand customer sentiment.
  • We offer a competitive salary range of $79,200 to $114,975 per year, commensurate with experience, education, and skills, along with a comprehensive benefits package.

Matching Summary

Support Washington Gas’s customer experience (CX) strategy by capturing and analyzing customer feedback across data sources, visualizing experiences through journey maps, and surfacing actionable insights.

Salary

Base: $79,200 to $114,975 per year; Bonus/Equity: Not specified; Benefits: Comprehensive benefits package

Skills & Requirements

Must-have

  • Analyze customer feedback data
  • Customer journey mapping
  • Synthesize insights for improvements
  • Qualitative and quantitative data analysis
  • Customer sentiment analysis

Nice-to-have

  • Facilitate cross-departmental discussions
  • Human-centered design training
  • Integrate VoC data into planning

Key Requirements

  • 3 years in customer experience or analytics role
  • Proficient in journey mapping tools
  • Experience with survey platforms
  • Proficiency in text analytics
  • Experience with data visualization tools

Work Rights

Not specified

Tailored Resume

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