WGL - Customer Experience Analyst

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Job Description 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 We offer a competitive salary range of $79,200 to $114,975 per year, commensurate with experience, education, and skills. In addition, we provide a comprehensive benefits package including health insurance, retirement plans, and paid time off. The Company values diversity in its workforce and encourages United States military veterans and service members who meet the qualifications to apply Why work at AltaGas? AltaGas is a North American energy infrastructure company with a focus on owning and operating assets that provides affordable energy to our customers. AltaGas assets include Washington Gas/WGL, SEMCO, and Petrogas. Our talented team, nearly 3,000 strong, leverages the strength of our assets and expertise along the energy value chain to connect customers with premier energy solutions - from the well sites of upstream producers to the doorsteps of homes and businesses to new markets around the world. We deliver affordable natural gas to approximately 1.7 million customers' homes and businesses through regulated natural gas distribution utilities across four jurisdictions in the United States and two regulated natural gas storage utilities in the United States. Learn more about our team, vision, and strategy. To learn more about our mission: https://youtu.be/k1mrKDdsYW8?si=y1k3NOyHxgf4emdL #LI-JH1 For Canadian hires : AltaGas hires personnel on the basis of job-related qualifications. All qualified applicants will receive consideration without regard to a person's ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity or expression, age, record of offences, marital status, family status or disability or