CX Journey Specialist II (UX BA)

Charlotte, NC 28226

Posted: 05/09/2024 Category: Information Technology Job Number: 131014

Job Description

Title: CX Journey Specialist (UX Business Analyst)

Location: Charlotte, NC (Hybrid)

Note: This role is NOT open to C2C candidates

The CX Journey Specialist will build current and future state customer journeys, leveraging insights from quantitative and qualitative research sources and through designing and facilitating working sessions. This role is part of the Customer Experience (CX) & Usability team. The CX Journey Specialist will collaborate with cross-functional teams across all lines of business to drive better customer experiences.

Job Responsibilities
  • Work with partners to find and deliver opportunities to create a better digital customer experience that will drive desired business outcomes and customer satisfaction
  • Collect information from CX researchers, consumer insights & innovation teams, the voice of customer, analytics, and market research teams to synthesize quantitative and qualitative data to support the development of journeys
  • Create compelling visual representations of current-state and future-state cross channel end-to-end experiences for consumption by product and design teams, highlighting current state opportunities, the future state, or imagined net new experience
  • Identify existing quantitative and qualitative research to review, analyze and leverage as you build knowledge of current state experience from the customer perspective
  • Assist in projects by working directly with stakeholders, and collaborating with the journey manager and other journey specialists
  • Work with design teams to envision, execute, and build future state journeys to support leadership buy-in and change
  • Seek to understand partner needs and ensure engagements are scoped and executed in a manner that provides actionable results
  • Identify gaps in understanding and define new research needed to round out understanding of current state experience and customer needs
  • Build and utilize personas for use across the organization
  • Assist with the refresh of personas using primary and secondary data
  • Socialize and evangelize use of personas with work teams and leadership
Job Qualifications
  •  2-5 years of digital design, evaluation, and/or customer research experience; experience creating and using current state and/or future state journey maps to map customers’ thoughts, feelings, and actions as they use products and services in the real world, effectively documenting journeys from an end-to-end perspective
  • Experience creating and utilizing personas to support storytelling and representation of the customer POV
  • Experience planning sessions, including activities, to achieve goals of the stakeholders; facilitating sessions and creating appropriate outputs
  • Experience leveraging data and metrics to tell a story and drive decisions with partners; skill in interpreting, analyzing, and synthesizing qualitative and quantitative insights
  • Experience conducting discovery research (market/industry, analytics, competitive, etc.)
  • Familiarity with tools such as Invision, Miro, Mural, and/or Figma
  • Strong verbal communication skills, with strong active listening skills
  • Proactive, self-starter ability
  • Strong analytical and problem-solving skills; adaptability in working in new environments
  • Collaborative team player ability, including the ability to work independently effectively
  • A minimum of a Bachelor’s Degree in User Experience Design, Human Computer Interaction, Human Factors, Business, Psychology, Cognitive Science, or other related discipline; Master’s Degree preferred
Note: This role is NOT open to C2C candidates

If you're interested in this job opportunity, please apply to this job posting directly or email a copy of your resume to Devon Apel at!
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