Talent.com
AIT Global inc.
Customer Experience AnalystAIT Global inc. • Newport News, VA, United States
Customer Experience Analyst

Customer Experience Analyst

AIT Global inc. • Newport News, VA, United States
12 days ago
Job type
  • Full-time
  • Quick Apply
Job description
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touchpoint inventories that catalog every interaction a member has with a branch, flagging redundant, confusing, or outdated steps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
Create a job alert for this search

Customer Experience Analyst • Newport News, VA, United States

Similar jobs

Customer Experience Coordinator

TJ MaxxNewport News, VA, United States
Full-time

Maxx - 12551 Jefferson Ave, Jefferson Commons, Newport News, VA 23602, United States of America Department Manager As a Customer Experience Coordinator at T.Maxx, you'll:Take an active role in trai... Show more

 • Promoted

Marketing Application Systems Analyst - Remote

Sentara Healthcare IncNorfolk, VA, United States
Remote
Full-time

Sentara is hiring for a Marketing Application System Analyst!This position is fully remote.OverviewActs as a critical member of the associated team responsible for the optimization of Customer Rela... Show more

 • Promoted

Staffing Coordinator - Gloucester

Americare PlusGloucester Point, VA, United States
Full-time

AmeriCare Plus In-Home Personal Care Agency Hayes, VA | Full-Time | 8:30 AM 5:00 PM Pay based on experience + Benefits.Love fast-paced work where every day is differentand what you do actually mat... Show more

 • Promoted

Future Opening: Sales - Nationwide Remote

Container OneGloucester Point, VA, United States
Remote
Full-time

Sales RepresentativeContainer One is a leading provider of shipping containers, shipping container accessories, and portable storage containers.We specialize in offering a comprehensive range of co... Show more

 • Promoted

Remote Consumer Insights Participant

GL IncGloucester Point, Virginia
$15.00 hourly
Remote
Part-time +1

Product Testers are wanted to work from home nationwide in the US to fulfill upcoming contracts with national and international companies.We guarantee 15-25 hours per week with an hourly pay of bet... Show more

 • Promoted

Data Entry Product Support - $45 per hour - No Experience

GL Inc.Gloucester Point, Virginia
$45.00 hourly
Part-time +1

Product Testers are wanted to work from home nationwide in the US to fulfill upcoming contracts with national and international companies.We guarantee 15-25 hours per week with an hourly pay of bet... Show more

 • Promoted

Remote Product Tester - Flexible Studies

BuzzTestersPort Haywood, VA
Remote
Full-time

Earn up to $400/week, depending on the number and type of studies you complete.Share honest feedback on products and services from independent brands.Assignments include short online surveys (10–20... Show more

 • Promoted

Board Certified Behavior Analyst (BCBA) - Remote

Kinfolk ABAJames Store, VA, United States
Remote
Full-time +1

Opportunity for Board Certified Behavior Analyst (BCBA)!Kinfolk ABA is looking for an experienced Board Certified Behavior Analyst (BCBA) to join our team! We are a passionate ABA company dedicated... Show more

 • Promoted

ANALYST(Travel Analyst)

Immersion Consulting, LLCNorfolk, VA, United States
Full-time

Are you searching for a position where you can use your Travel Analyst skills to assist and process reoccurring travel administrative reports in a timely manner.At Immersion you will be responsible... Show more

 • Promoted

Configuration Management Analyst (Journeyman)

Synectic Solutions, Inc.Norfolk, VA, United States
Full-time

Contingent Workforce Support Role.Collect, organize, review, and interpret data related to aircraft, weapon, mission-system, or product support programs.Maintain configuration control of acquisitio... Show more

 • Promoted

Market Research Associate - No Experience

Clubshop | USGloucester Point, Virginia
Full-time

Discover The System Surveoo That’s Helping Newbies Earn Daily.Turn your free time into daily earnings by answering simple surveys.No product or tech skills needed.Join For Free And Start Earn... Show more

Operations Analyst

AmpcusNorfolk, VA, United States
Full-time

Technology and Business consulting services.We are in search of a highly motivated candidate to join our talented team.Location: 2700 CROMWELL DRIVE Norfolk, VA 23509.This entry-level role requires... Show more

 • Promoted

Retail Business Analyst

Omni InclusiveChesapeake, VA, United States
Full-time

Top Must Have's: Business Analysis experience Requirements Gathering JIRA, Service Now, Story Building Oracle Retail Background would be a plus (10 - 13 yrs experience) JD: Retail domain Understand... Show more

 • Promoted

Operations Analyst

IntelliPro GroupNorfolk, VA, United States
Full-time

Position Type: Contract (12 months, with possibility of extension) Schedule: Rotating Shift Work / 6-week schedule, including weekends and holidays as needed Location of assignment: 2700 CROMWELL D... Show more

 • Promoted

Visit Support Team (VST) Logistics Analyst

AmentumNorfolk, VA, United States
Full-time

Visit Support Team (VST) Logistics Analyst.Do you have a desire to continue supporting the world's finest Navy? If so, Amentum may have the full-time position you are looking for.We have an immedia... Show more

 • Promoted

Delivery Driver - No Experience Needed

DoorDashGloucester Point, VA, United States

DoorDash is the #1 category leader in food delivery, food pickup, and convenience store delivery in the US, trusted by millions of customers every day.As a Dasher, you’ll stay busy with a var... Show more

 • Promoted

Remote Mathematics Expert (PhD) - $100+ per hour

Turing Gloucester Point, Virginia
Remote
Full-time
Quick Apply

Remote contract for PhDs in Mathematics, Statistics, or related fields.Work on cutting-edge projects with top AI labs while earning $100+/hour, fully remote, with flexible weekly hours.Help fine-tu... Show more

 • Promoted

Customer Experience Manager

Five BelowPortsmouth, VA, United States
Full-time

At Five Below our growth is a result of the people who embrace our purpose: We know life is way better when you are free to Let Go & Have Fun in an amazing experience, filled with unlimited possibi... Show more