WGL - Customer Experience Analyst

Job description

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 decisio...