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Entrylevel Customer Experience Analyst Jobs in Virginia

GEM

Entry-Level Customer Service Representative

Norfolk, VA

$15.50 - $21/hr

No previous customer service experience is required. We provide paid training, ongoing coaching ... Responsibilities As an Entry-Level Customer Service Representative, you will: * Provide friendly ...

GEM

Customer Service Associate - Entry Level

Richmond, VA

$14.25 - $19.75/hr

This entry-level customer service position is open to candidates with little or no prior experience. We offer structured training, hands-on coaching, and ongoing guidance so you can confidently learn ...

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Entrylevel Customer Experience Analyst information

What is the difference between Entrylevel Customer Experience Analyst vs Customer Service Representative?

AspectEntrylevel Customer Experience AnalystCustomer Service Representative
Primary RoleAnalyzes customer feedback, identifies trends, and recommends improvements to enhance customer experienceHandles customer inquiries, resolves issues, and provides support directly to customers
Required SkillsData analysis, communication, problem-solving, familiarity with CRM toolsCommunication, patience, problem-solving, product knowledge
Work EnvironmentOffice setting, often with cross-department collaborationCall centers, retail stores, or online support channels
Typical CertificationsCustomer experience or data analysis certifications (optional)Customer service or support certifications (optional)

While both roles focus on customer interactions, the Entrylevel Customer Experience Analyst primarily analyzes data to improve overall customer satisfaction, whereas the Customer Service Representative directly interacts with customers to resolve issues. The analyst role involves more data-driven tasks, while the representative role emphasizes direct communication and support.

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Entrylevel Customer Experience Analyst jobs near you

Customer Experience Analyst

Jobs via Dice

Newport News, VA • On-site

Other

Posted 11 days ago

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

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