Senior Specialist, Customer Assistance, CX Center of Excellence

The Senior Specialist will support customer experience initiatives across Customer Assistance by contributing to Voice of the Customer programs, customer journey mapping, and industry benchmarking, thereby translating customer feedback and operational insights into process improvements that enhance service and customer satisfaction.

Core Responsibilities Customer Journey Mapping Support

Develop and maintain customer journey maps and service blueprints across key customer service touchpoints.

Facilitate cross-functional workshops to identify friction points, pain points, and process improvement opportunities.

Visualize insights through journey maps, flowcharts, and service design artifacts that support positive change.

Champion the customer perspective while balancing operational and business needs.

Partner with analytics lead to translate data and feedback into actionable customer experience insights.

Explore AI-enabled opportunities to improve journey mapping, insight generation, and customer experience outcomes.

Voice of the Customer (VoC) Program Support

Support VoC program operations, including survey distribution, monitoring, and feedback channel administration.

Analyze customer feedback to identify trends, satisfaction drivers, and sentiment across channels.

Prepare insight-driven reports and dashboards that keep the customer voice central to decision-making.

Support closed-loop feedback processes by partnering with operational teams to address and act on customer insights.

Benchmarking & Performance Tracking

Conduct industry benchmarking to compare services and processes against best practices.

Required Education/Experience

Associate's Degree and 5 years of work experience or

Bachelor's Degree and 3 years of work experience or

Master's Degree and 7 years of work experience

Relevant Work Experience

3-5 years in customer experience support, service design, customer analytics, or a business analyst role, required.

Must have the ability to interpret customer feedback, organize unstructured data, and develop actionable insights, required.

Must have experience handling multiple assignments, changing priorities and meeting tight deadlines, required.

Experience developing customer journey maps, personas, or service blueprints, preferred.

Familiarity with Voice of the Customer platforms and survey methodologies, including NPS and CSAT, preferred.

Licenses and Certifications

Driver's License Required

Additional Physical Demands

The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.

The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.

Strong written and verbal communication skills, , with experience working across cross-functional teams.

Must be proficient in Microsoft Office including Word, Excel, Outlook and PowerPoint, etc.

Mission Statement:

Consolidated Edison Company of New York, Inc. (Con Edison), Orange & Rockland Utilities (O&R), and Consolidated Edison Transmission (CET) employees are required to follow health, safety, and environmental policies, EEO, Standards of Business Conduct, and all other applicable company policy and procedures. We all share a responsibility to advance the company’s mission by excelling at our three corporate priorities – safety of our people and the public, operational excellence in all that we do, and ensuring the best possible customer experience.

Benefits:

We are dedicated to supporting the physical, mental, and financial health of our employees and their families. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes:

Rich medical & pharmacy benefits, including vision benefits

Dental benefits

Health Savings Accounts

Health Care and Dependent Care Flexible Spending Accounts

401(k) with robust matching

Employer paid Pension Plan

Employee Stock Purchase Plan with a generous matching contribution

State of the art Employee Assistance Program

Paid Parental Leave

Generous paid time off plus paid holidays

Family support: emergency backup child, & elder care assistance

Social responsibility and volunteer opportunities

Employee discount program

Commuter Benefits

Culture of growth and learning: career development; tuition reimbursement; recognition program

Life and Long-Term Disability Benefits

*Please be aware that some benefits may not apply to provisional or part-time job titles.