Customer Journey Architect

 

Customer Journey Architect

Date: Feb 17, 2022

Location: Juno Beach, FL, US, 33408

Company: EverBright

 

Position Description

EverBright is driving the clean energy revolution through its industry-leading solar software platform and financing marketplace. Every day, EverBright supports hundreds of solar companies across the US, ensuring they have the tools to be successful and accelerate consumer adoption of clean energy.

We are seeking a well-qualified Customer Journey Architect who is a great collaborator, has a deep desire to learn and acquire new skills, and loves automations. As a Customer Journey Architect, you will be asked to:

  • Research software that can better support internal and customer workflows

  • Work closely with stakeholders to gather workflow requirements

  • Implement workflows and create and improve business processes

 

Job Overview

Employees in this role are responsible for championing, improving, and tracking the performance of the assigned journey. This position collaborates cross-functionally to provide analysis and strategic direction for initiatives that will improve the customer experience. Individuals are responsible for understanding what is important from the customer perspective and coordinating with the data analysts and business team to understand user behaviors, participate in benchmarking activities, set strategy, explore the latest technology, and prioritize based on analysis.

 

Job Duties

  • Creates ideal user journeys and collaborates with functional process specialists to implement the vision of each

  • Monitors journey performance across channels and ensures it reinforces the user experience vision and is within internal compliance policies.

  • Performs quantitative analysis in order to provide insights and actionable recommendations on recently implemented initiatives

  • Creates cost-benefit analysis and presentations which evaluate the potential of new programs or changes to processes

  • Works with data analysts and customer success team to incorporate customer survey data into analyses

  • Establishes processes, methodologies, and benchmarks for user experience analytics

  • Extracts and manipulates data, conducts analysis, determines conclusions, and communicates to the working team and senior leadership

  • Performs other job-related duties as assigned

 

Additional Job Description

Employees in this role are responsible for championing, improving, and tracking the performance of the assigned journey. This position collaborates cross-functionally to provide analysis and strategic direction for initiatives that will improve the customer experience. Individuals are responsible for understanding what is important from the customer perspective and coordinating with the Customer Insights and Analytics team to understand customer behaviors, participate in benchmarking activities, set strategy, explore the latest technology, and prioritize based on analysis.

 

Additional Responsibilities 

  • Creates ideal state customer journeys and collaborates with functional process specialists to implement the vision of each

  • Monitors journey performance across channels and ensures it reinforces the customer experience vision

  • Performs quantitative analysis in order to provide insights and actionable recommendations on recently implemented initiatives

  • Creates cost benefit analysis and presentations which evaluate the potential of new programs or changes to processes

  • Works with customer insights team to incorporate customer survey data into analyses

  • Establishes processes, methodologies, and benchmarks for customer experience analytics

  • Extracts and manipulates data, conducts analysis, determines conclusions, and communicates to the working team and senior leadership

  • Performs other job-related duties as assigned

 

Preferred Qualifications

  • Master's Degree

  • Six Sigma Green Belt Certified

  • Six Sigma Yellow Belt Certified

 

Required Qualifications

  • Bachelor's Degree

  • Experience: 8+ years

  • Supervisor/Management Experience: 2+ years

 
 

Employee Group:  Exempt
Employee Type:  Full Time
Job Category: Quality/Process Improvement
Organization:  EverBright
Relocation Provided:  Yes, if applicable

Where permitted by applicable law, EverBright requires all employees and new hires to be fully vaccinated for COVID-19 or be willing to receive the COVID-19 vaccination on or before the first day of employment.

EverBright is an Equal Opportunity Employer. Qualified applicants are considered for employment without regard to race, color, age, national origin, religion, marital status, sex, sexual orientation, gender identity, gender expression, genetics, disability, protected veteran status or any other basis prohibited by law. We are committed to a diverse and inclusive workplace.

EverBright provides reasonable accommodation in its application and selection process for qualified individuals, including accommodations related to compliance with conditional job offer requirements, consistent with federal, state, and local laws. Supporting medical or religious documentation will be required where applicable and permitted by applicable law. To request a reasonable accommodation, please send an e-mail to our recruiting team, providing your name, telephone number and the best time for us to reach you. Alternatively, you may call 1-844-694-4748. Please do not use this line to inquire about your application status.

EverBright will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

EverBright does not accept any unsolicited resumes or referrals from any third-party recruiting firms or agencies. Please see our policy for more information.

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