WGL- Customer Experience Analyst

Position Summary
The Customer Experience Analyst reports to the Manager, Customer Experience and will support the utility's customer experience (CX) strategy by integrating journey mapping, voice of the customer (VoC) analytics, and insight generation into a unified view of the customer experience. This role is responsible for capturing and analyzing customer feedback across channels, visualizing experiences through maps and service blueprints, and surfacing actionable insights that inform operational and strategic improvements across departments.

Tasks and Responsibilities
* Design and maintain end-to-end customer journeys, micro-journeys, and service blueprints tied to key utility programs (billing, service initiation, energy assistance, rebates, etc.).
* Deploy, manage, and monitor VoC tools and surveys (NPS, CSAT, CES, intercepts) to capture real-time and transactional feedback.
* Analyze structured and unstructured feedback (survey verbatims, call transcripts, behavioral data, customer interviews) to identify patterns, trends, and root causes of friction or satisfaction.
* Create personas, emotional stage mapping, and current/future state designs to reflect the lived customer experience.
* Partner with business units to align journey maps with internal process flows and operational data; support working sessions and frontline engagement.
* Deliver regular insight briefs and feedback reports with synthesized themes and performance metrics for CX leadership and stakeholders.
* Maintain and evolve the VoC dashboard, integrating multiple data sources to support decision-making and customer-centric KPIs.
* Support the design and facilitation of listening sessions, call reviews, and focus groups to enrich journey maps and identify new opportunities.
* Collaborate with Digital and Operational teams to advocate for experience design best practices and cross-functional improvements.
* Maintain clear documentation and version control of all CX visual artifacts and insights assets.

Qualifications, Skills and Abilities
* Bachelor's degree in Customer Experience, behavioral science, service design, or data analytics.
* 6-8 years in a customer experience, research, service design, or analytics role.
* Proficient in journey mapping and visualization tools (e.g., MURAL, Miro, LucidChart).
* Hands-on experience with survey platforms such as Qualtrics or Medallia.
* Knowledge of text analytics and feedback coding techniques.
* 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

* Familiarity with behavioral journey analytics, emotion mapping, or ethnographic methods.
* Experience integrating VoC data into operational or strategic planning processes.
* CCXP certification or formal training in human-centered design or service design.
* Prior exposure to CRM systems, ticketing tools, or customer feedback platforms in an enterprise environment.

We offer a competitive salary range of $78,000 to $113,250 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?

AltaGasis 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, nearly3,000strong, 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 approximately1.7 million customers' homes and businesses through regulated natural gas distribution utilities acrossfour 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

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 any other characteristic protected by applicable law.