Job Description

Reference # : 21-00981Title : Customer Experience Analyst
Location : Irving, TX
Position Type : Contract
Experience Level : Start Date / End Date : 07/19/2021 / 01/18/2022

Job Description
• Act as the liaison between CX CI team and the Service Excellence / FTB Tech Solution team
• Partner with SE/FTB Tech Project team to continue to develop SE/FTB process, identify risks and gaps, and determine mitigation plans and solutions to improve the process
o Monitor budget and capacity
o Identify resource constraints
• Manage Prioritization of SE/FTB Tech Solution Backlog
o Partner with pain point owners to identify pain point/solutions that need to be funded by SE/FTB and ensure necessary information is complete prior to taking to tech (received via email requests, monitoring JIRA, and observing in various forums)
o Manage SE/FTB Tech Solution Backlog and ensure it is accurate and up-to-date (sync with tech, monitor JIRA, follow-ups with CPP owners)
o Continually review backlog with tech resources to prioritize CPPs
o Ensure JIRA is updated appropriately in various stages in solutioning
o Identify risks in solution delivery and escalate as necessary
• Facilitate SE/FTB Tech Solutions Weekly Review meeting with CI Domain, SE/FTB Tech Teams, and key stakeholders
o Provide updates on existing CPPs being sized, prioritized, and worked by SE/FTB Channel
o Introduce new CPPs to be entered into the channel to begin sizing process and approve funding
o Communicate any system updates and process changes
• Oversee total CPP solution backlog prioritization
• Partner with the business & tech to ensure CX CPPs are being prioritized appropriately
• Monitor & address Solution Aging (all CPPs)
• Monitor & address CPP JIRA Solution Quality (all CPPs)
• Create reporting as needed
• Attend SE/FTB Tech calls such as Weekly SOS, Weekly FTB Pain Point Review, Weekly Grooming Sessions
• Monitor OPPMs to maintain progress
• Provide sign-off monthly for test plans covered in generic FTB P# in Planview


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