Position Summary
The Customer Experience Analyst reports to the Manager, Customer Experience and will 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 that inform operational and strategic improvements across departments.
Tasks and Responsibilities
-
Lead analysis of structured and unstructured data (VoC surveys, recorded calls, behavioral data, customer interviews) to identify recurring issues, extract themes, quantify trends, and understand customer sentiment.
-
Translate findings into structured insight summaries tracked over time to show where problems develop, persist, or improve.
-
Collect, organize, monitor and synthesize customer feedback from VoC sources (NPS, CSAT, CES, intercepts) to ensure reliable real-time and transactional data pipelines that feed insight generation and action planning.
-
Support deployment, monitoring, and quarterly NPS reporting, including response-rate tracking and data validation, and trend interpretation. Produce clear insight summaries that inform improvement initiatives or decisions.
-
Plan and synthesize findings from call listening sessions and qualitative reviews to identify root causes of friction, satisfaction drivers, and operational breakdowns.
-
Support end-to-end and micro-journey mapping by validating friction points with data evidence multi-source insights. Provide analytical grounding to ensure journey designs reflect operational realities and measurable impact.
-
Contribute analytical input to persona development, emotional stage mapping, and current/future state designs to reflect the lived customer experience.
-
Collaborate with Digital and Operational teams to share insights, recommend evidence-based improvements, and advocate for experience design best practices grounded in data.
Qualifications, Skills and Abilities
-
Bachelor's degree in Customer Experience, behavioral science, service design, or data analytics.
-
3 years in a customer experience, research, service design, analytics or insight's role, ideally in environments with multiple data sources and operational stakeholders.
-
Proficient in journey mapping and visualization tools (e.g., MURAL, Miro, LucidChart).
-
Hands-on experience with survey platforms such as Qualtrics or Medallia.
-
Proficiency in analyzing structured and unstructured data, including text analytics, feedback coding techniques, or theme extraction.
-
Experience working with data visualization tools (e.g., Power BI, Excel, Tableau).
-
Strong ability to synthesize insights and present them to technical and non-technical audiences.
-
Demonstrated skill in facilitating discussions and workshops across departments.
-
Excellent written and verbal communication skills.
Preferred
-
Ability to use structured frameworks or analysis methods to help make sense of complex data inputs and simplify the process of identifying meaningful customer insights.
-
Experience integrating VoC data into operational or strategic planning processes.
-
CCXP certification or formal training in human-centered design or journey design.
-
Prior exposure to CRM systems, ticketing tools, or customer feedback platforms in an enterprise environment
WGL Energy
Washington États-Unis
www.wgl.com/
