Customer Experience Analyst

Customer Experience Analyst

Location:

Newport News, VA (Hybrid — onsite branch visits approximately once a month)

About the Role

Rockwoods is hiring a Customer Experience Analyst to understand and reshape how members experience the organization's branches — from account opening through servicing, lending, and everyday communications. You'll map journeys end-to-end, uncover friction points directly from members and front-line staff, and help redesign experiences that feel simpler and more consistent.

Key Responsibilities

• Lead end-to-end mapping of the member journey across account opening, servicing, lending, and communications touchpoints, creating current-state and future-state journey maps
• Conduct periodic 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 rewrite 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touchpoint inventories that catalog every interaction a member has with a branch, flagging redundant, confusing, or outdated steps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
• Present journey maps, findings, and recommendations to senior leadership

Qualifications

• Bachelor's degree or equivalent experience
• Experience in customer experience, journey mapping, UX research, or service design — any industry background welcome, financial services a plus but not required
• Strong facilitation and interviewing skills, with the ability to translate qualitative feedback into clear documentation and present findings to senior stakeholders