About this role

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touchpoint inventories that catalog every interaction a member has with a branch, flagging redundant, confusing, or outdated steps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

Customer Experience Analyst

Key skills